Technical Support Engineer - 2nd Line

Radius; Crewe; On-site; GBP 30,000 - 50,000; Full time

Job summary

An ambitious global business is seeking a skilled Technical Support Engineer to join their team. This role focuses on resolving complex technical issues and providing expert advice to clients and internal teams. You will manage escalated tickets, troubleshoot software and network problems, and help improve system performance. The company is dedicated to sustainability and innovation in mobility solutions, offering a collaborative environment where your contributions will make a significant impact. If you have a passion for technology and customer service, this is an exciting opportunity to advance your career.

Qualifications

• Proven experience in a 2nd Line Support role with strong troubleshooting skills.
• Ability to explain technical solutions simply to clients.

Responsibilities

• Manage escalated tickets from 1st Line Support, ensuring timely resolution.
• Troubleshoot and resolve issues related to software, phone systems, and networks.

Skills

2nd Line Support Experience

Troubleshooting Skills

VoIP

Microsoft Products

Basic Networking

Clear Communication

Education

Cisco CCNA

Microsoft Certifications

CompTIA Network+

ITIL Foundation: ITIL 4

Job description

Join to apply for the Technical Support Engineer - 2nd Line role at Radius.

We’re an ambitious, forward-thinking global business that builds transformative solutions to deliver sustainable mobility, connectivity, and technology services. Since 1990, our mission has been to help businesses adapt to the future, with a strong focus on sustainability through our e-mobility solutions.

Job Description

We are seeking a skilled and customer-focused 2nd Line Support Engineer to handle escalated technical issues, resolve complex problems, and support clients and internal teams with expert troubleshooting and advice.

Key Responsibilities

1. Manage escalated tickets from 1st Line Support, ensuring timely resolution
2. Troubleshoot and resolve issues related to software, phone systems, and networks
3. Coordinate with vendors and third-party providers for issue resolution
4. Maintain detailed logs of troubleshooting steps and resolutions
5. Identify patterns and contribute to root cause analysis
6. Provide guidance and training to 1st Line Support to reduce recurring issues
7. Support urgent escalations, collaborating with 3rd Line Support as needed
8. Advise clients on system improvements and optimizations

Qualifications

Skills & Experience

• Proven experience in a 2nd Line Support or similar role
• Strong troubleshooting skills across systems and networks
• Experience with VoIP, Microsoft products, and basic networking
• Clear communication skills with a logical approach
• Ability to explain technical solutions simply to clients

Desirable Qualifications

• Cisco CCNA (Routing & Switching or Collaboration)
• Microsoft Certifications
• CompTIA Network+ or similar telecom qualifications
• ITIL Foundation: ITIL 4

Additional Information

If interested, apply online or contact our talent team at [email address]. Radius is an equal opportunities employer committed to inclusion and accessibility. We may close vacancies early if needed.