- 2nd Line Support Engineer - £40-45k - Hybrid in Reading - UK-

JR United Kingdom; Reading; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

An innovative firm is looking for a dedicated 2nd Line Support Engineer to enhance their IT support team. In this hybrid role, you will handle escalated issues, collaborate with 3rd line engineers, and provide exceptional customer service. Your expertise in M365, Intune, and operating systems will be crucial in resolving technical challenges and improving support processes. Join a company that prioritizes both people and the planet, and be part of a team that values your contributions to creating a positive impact in the tech industry.

Benefits

Great benefits package

Flexible working hours

Professional development opportunities

Qualifications

• 3+ years in IT support, handling escalations effectively.
• Strong knowledge of M365, Intune, and ITIL methodologies.

Responsibilities

• Resolve escalated technical issues from 1st line support.
• Conduct advanced troubleshooting on hardware and software.
• Maintain records of incidents and solutions for improvement.

Skills

Technical Support

Customer Service

Troubleshooting

Networking Protocols

Windows Operating System

macOS

M365

Intune

ITIL

Education

IT Support Certification

Tools

Service Desk Technologies

Job description

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? 2nd Line Support Engineer - £40-45k - Hybrid in Reading - UK?, reading

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Client:

Location:

reading, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

4

Posted:

28.04.2025

Expiry Date:

12.06.2025

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Job Description:

? 2nd Line Support Engineer - £40-45k - Hybrid in Reading - UK?

As a 2nd Line Support Engineer, you will be responsible for handling all escalations from the service desk team. You will work collaboratively to ensure incidents and escalations are resolved within SLA, while proactively reviewing incident trends and implementing fixes.

?Hybrid - 2 days a week on-site in Reading

?Great benefits package

Responsibilities:

• Address escalated technical issues from the 1st line support, providing prompt and effective solutions.
• Work alongside 3rd line engineers and other teams to ensure smooth resolution of escalated issues and maintain clear communication throughout the process.
• Serve as a point of contact for customer inquiries and concerns, delivering professional and exceptional customer service.
• Offer technical expertise and guidance to the 1st line support, aiding in their skill development and knowledge enhancement to minimize escalations.
• Conduct advanced troubleshooting and diagnostics on hardware, software, and network-related problems, aiming for efficient problem resolution.
• Maintain detailed records of incidents, solutions, and best practices for future reference and continuous improvement.
• Demonstrate proficiency in operating systems such as Windows and macOS.
• Possess a strong understanding of networking protocols, topologies, and security principles.

Requirements:

• Minimum of 3 years of experience in an IT 1st or 2nd line support role.
• Extensive technical knowledge in M365 & Intune.
• Proven experience with Service Desk technologies & ITIL methodologies.
• Excellent communication and interpersonal skills.
• Strong technical knowledge of Windows & Apple Operating Systems, application delivery, and lifecycle management.

??? Areti Group – Climate positive tech recruitment ??? We’re on a mission to put people and the planet before profit, leaving the world in a better place than we found it