2nd Line Support Engineer

Managed Service Provider IT support would be preferred for this role!

The Second Line Engineer embodies a role characterised by diversity and complexity, encompassing elements of 1st, 2nd, and 3rd Line support. This position fosters the development of a seasoned and reliable professional with exceptional teamwork skills, setting a prime example for newcomers in the Service Desk team.

This senior role serves as a pivotal point for exploring numerous career avenues, including, but not restricted to, advanced 3rd line support, specialised skill development, consulting, sales, or management.

Primary Role Responsibilities

• Technical ability to resolve issues/requests through the Freshservice portal and support 1st & 2nd line engineers and infrastructure
• Leadership skills, which encompass the capacity to encourage junior peers, and set a leading example
• Document Handling skills in writing procedures and work instructions
• Assisting in Problem Management Incident Management

Overview of Tasks and Responsibilities:

• Provide any supporting reports to stake holders and staff as and when required;
• Provide guidance, mentorship, and training to junior IT support engineers to enhance their technical skills and promote professional growth;
• Act as an escalation point for complex technical issues and assist junior colleagues in troubleshooting and resolving them effectively;
• Lead by example and demonstrate strong leadership qualities by setting high standards for teamwork, problem-solving, and customer service within the 2nd Line team;
• To maintain a high degree of customer service for all support queries and adhere to all service; management principles and SLA;
• To arrange for external technical support where problems cannot be resolved in house;
• Maintain a log of any software or hardware problems detected;
• To take ownership of user problems and be proactive when dealing with user issues;
• Support users in the use of computer equipment as and when needed;
• Maintaining IT SaaS infrastructure and security systems
• Be able to support 1st line engineers when they need to escalate a request or incident;
• To allocate more complex service issues to the 3rd line IT Infrastructure Engineers.
• Knowledge in monitoring/maintaining of Endpoint detection and response platforms (EDR) (Example: BitDefender, Carbon Black, Sentinel One, CrowdStrike);
• To act at the customer service point of contact between 3rd line and the client.
• Respond to enquiries from clients and help them resolve any hardware or software problems;

Skills & Experience

• Must have worked in a customer-facing IT support role for 2+ years;
• Be familiar with ticket systems, logging and remote management and monitoring processes;
• Excellent Customer Service Skills;
• Deep working knowledge of the Microsoft stack of technology at administrator level, including Windows Server, Microsoft365 Admin Centres including Azure Entra ID, Office 365, Compliance, Exchange, etc. Additionally, exposure to Azure Virtual Desktop is desirable.
• Highly technical around networking (TCP/IP, DNS, DHCP etc.), voice and data communications;
• Demonstrate strong leadership abilities, including the ability to motivate and inspire junior colleagues, delegate tasks effectively, and lead by example;
• Display excellent problem-solving skills and the ability to think critically to resolve technical issues and implement process improvements;
• Possess project management skills, including planning, execution, and monitoring, to manage IT projects effectively;
• Have the ability to address and resolve conflicts within the team, ensuring a harmonious and productive work environment;
• Identify areas for process improvement within the 2nd Line team and work on implementing enhancements to increase efficiency and service quality;
• ITIL process aware and be able to create and maintain operational support documentation;

In addition, any of the following would be advantageous:

Previous experience working for an IT managed services provider (MSP) Microsoft

Google Workspace

ITIL® 4 Foundation certification