Second Line Support Engineer

X4 Technology; Winchester; On-site; GBP 30,000 - 34,000; Full time

Job summary

An established industry player in IT Services is seeking a dedicated IT Support Specialist to join their team. In this role, you will be responsible for managing customer support requests, troubleshooting IT security products, and collaborating with technical teams to ensure seamless service delivery. You will gain exposure to a variety of IT security solutions and have the opportunity to work with cutting-edge technologies. This full-time position offers a competitive salary and the chance to contribute to a dynamic and supportive work environment. If you have a passion for technology and customer service, this role is perfect for you.

Qualifications

• 3+ years of experience in IT Support at 2nd/3rd line level.
• Strong troubleshooting skills and ability to collaborate with technical groups.

Responsibilities

• Evaluate and prioritize incoming ticket requests related to IT security products.
• Troubleshoot product issues and provide regular updates to customers.

Skills

IT Support

Network Troubleshooting

Windows Server

TCP-IP Networking

Analytical Skills

Problem-Solving Skills

Linux

Telephone Communication

Tools

netstat

traceroute

ifconfig

tcpdump

Job description

This range is provided by X4 Technology. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Salary: £30,000 - £34,000 p/a + on call allowance

Job Responsibilities:

• Answer, evaluate, log and prioritise incoming ticket requests from customers related to a range of IT security products & custom software applications
• Provide customers with regular updates on open issues and set appropriate expectations
• Hold remote sessions with customers when required
• Interface directly with product vendors and our partners when necessary
• Carefully document activities and customer interactions to ensure accurate call tracking
• Troubleshooting product issues or network-related problems
• Analysing and recommending solutions to problems
• Diagnose and solve IT security products problems quickly
• Perform on call support for 24*7 customers as part of an out of hours rota

Required Experience:

• 3+ years' experience in IT Support (2nd/3nd line level)
• Ability to collaborate with various technical groups to provide analysis and support
• Windows Server (old and new O/S)
• Linux (nice to have)
• TCP-IP, UDP networking components, HTTPS, DNS, Active Directory and LDAP
• Strong network troubleshooting skills including an understanding of routers and firewalls with the ability to use common tools such as netstat, traceroute, ifconfig, tcpdump and others
• Good telephone manner, good analytical and problem-solving skills, ability to learn quickly and cross apply knowledge.

How to Apply:

Apply to Gary Hargreaves at X4 Technology to learn more about the role or connect with me on LinkedIn to hear about regular job updates available with X4 Technology.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting