Technical Support Engineer - 2nd Line

TN United Kingdom; Crewe; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company as a 2nd Line Support Engineer, where you'll play a vital role in resolving complex technical issues and providing expert advice to clients. This position offers the chance to work with a dynamic team, tackling challenges in software configuration, network disruptions, and VoIP systems. If you're a clear communicator with a methodical approach, this is your opportunity to make a meaningful impact in a supportive environment. You'll also have the chance to contribute to root cause analysis and help improve systems for clients, making this role both rewarding and essential to our success.

Qualifications

• Proven experience in a 2nd Line Support role with strong troubleshooting skills.
• Confidence in working with VoIP systems and Microsoft products.

Responsibilities

• Manage escalated tickets and ensure timely resolution of issues.
• Troubleshoot software and network problems effectively.

Skills

2nd Line Support Experience

Troubleshooting Skills

VoIP Phone Systems

Microsoft Products

Networking Skills

Clear Communication

Education

Cisco CCNA

Microsoft Certifications

CompTIA Network+

ITIL Foundation

Job description

Technical Support Engineer - 2nd Line, Crewe

Client: [Client Name]

Location: Crewe, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: ba2fa20f09e7

Job Views: 4

Posted: 29.04.2025

Expiry Date: 13.06.2025

Job Description

We’re looking for a skilled and customer-focused 2nd Line Support Engineer to join our growing team. This role is key in handling technical issues escalated from 1st Line Support, resolving more complex problems and supporting both our clients and internal teams with expert advice and troubleshooting.

Key Responsibilities

• Manage tickets escalated from 1st Line Support, ensuring timely and thorough resolution
• Troubleshoot and resolve moderately complex issues, including software configuration faults, phone system outages, and network disruptions
• Work with vendors and third-party providers to drive issue resolution
• Log accurate and detailed notes, including troubleshooting steps and resolutions
• Spot patterns across incidents and contribute to root cause analysis efforts
• Provide guidance and knowledge-sharing to 1st Line Support to reduce recurring issues
• Support urgent or business-critical escalations, working with 3rd Line Support where necessary
• Offer technical advice to clients on system improvements and optimization opportunities

Skills & Experience

• Proven experience in a 2nd Line Support or similar technical support role
• Strong troubleshooting skills across systems and networks
• Confidence working with VoIP phone systems, Microsoft products, and basic networking
• Clear communicator with a methodical and logical approach
• Comfortable dealing directly with clients and explaining technical solutions simply

Desirable Qualifications (not essential)

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

Additional Information

Interested? If you feel we are a good match, apply online now! For more details about the role or life at Radius, contact our talent team via [email protected]

Radius is an equal opportunities employer committed to welcoming people regardless of age, disability, gender identity, race, faith, sexual orientation, or socioeconomic background. We aim to provide an inclusive and accessible recruitment process. Please inform us of any adjustments or accommodations needed.

Note: We reserve the right to close the vacancy early if necessary.

Note to recruitment agencies

We do not accept unsolicited CVs or profiles from recruitment agencies. Any received will be treated as a gift and not eligible for a fee. Agencies should only send CVs via our ATS with prior approval from the Radius Talent Team.