2nd Line Technical Support Engineer

Apcoa Parking; Uxbridge; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading company in parking services is seeking a 2nd Line Technical Support Engineer in Uxbridge with a hybrid working model. The role involves resolving technical issues for over 1000 users, maintaining IT systems, and ensuring SLA targets are met. Ideal candidates will have experience in technical support and strong communication skills. Essential qualifications include a full UK driving license and knowledge of Active Directory, Windows 10/11, and networking principles.

Qualifications

• Experience in second-line technical support roles is essential.
• Proven problem-solving skills in a technical environment.
• Understanding of IT systems like Active Directory and Windows 10/11.

Responsibilities

• Answer and resolve end-user software/hardware queries.
• Collaborate with IT Management to address recurring issues.
• Visit various sites to fix technical issues and maintain infrastructure.

Skills

Problem-solving skills

Customer service skills

Strong team orientation

Work ethic

Adaptability

Networking principles

Tools

Acronis

Job description

2nd Line Technical Support Engineer - Up to £30k per annum - Uxbridge hybrid available

Do you have experience in 2nd line support?
Do you have good communication skills?
Do you pride yourself on your problem-solving skills?
Do you have a full UK driving license?
If you answered yes, then we may have the role for you!

An opportunity has arisen for a 2nd Line Technical Support Engineer, working in our IT team based in Uxbridge. The Technical Engineer is responsible for accepting escalations to existing Incidents and Changes from the 1st line team. They will be responsible for problem resolution and project work. Much of the work requires deep dive investigations into infrastructure solutions; owning escalations, problems, and projects from early stages through to completion whilst meeting SLA targets.

As the second line escalation point for all IT support queries, you will work with the first line support team and over 1000 users to maintain and monitor IT systems, including remote working solutions, and resolve technical issues promptly and professionally. This environment is fast-paced and dynamic.

Responsibilities & Duties

• Answer first line support or end-user software/hardware queries via email, phone, or face-to-face.
• Work with first line support staff or end users to resolve issues or escalate to third line support when necessary.
• Collaborate with the IT Management and support teams to address recurring technical issues.
• Update the ticketing system with notes, progress, and actions.
• Visit APCOA sites and third-party sites to fix or resolve technical issues.
• Have Desktop/Laptop Hardware experience and liaise with remote sites on Network/ADSL issues.
• Learn, comprehend, and run third-party tools/applications.
• Diagnose issues or set up new sites around IT cable infrastructure.

Skills / Experience / Qualifications

• Experience in second-line technical support roles.
• Problem-solving skills within a technical environment.
• Strong customer service skills and team orientation.
• Work ethic and adaptability in a dynamic environment.
• Understanding of Active Directory, Exchange, SharePoint, Windows 10/11, and Server OS.
• Networking principles – LAN/WAN.
• Proactive approach with third parties for updates and follow-ups.
• Experience in imaging software (Acronis).

This role may suit an experienced 1st Line Engineer seeking career progression.

Travel to APCOA sites across the UK & Ireland may be required. Own transport and a driving license are essential. Some weekend work (approx. 1 in 5) on a rota system is expected.

We are committed to a fair and inclusive workplace, offering opportunities for development and success.