2nd Line Support

2nd Line Support

Our client is looking for a customer orientated and professional Second Line Support Engineer who takes on issues and brings it through to a successful resolution. In addition to excellent IT skills, accuracy and the ability to analyse an issue effectively will be important traits for the successful candidate .

Key Responsibilities

  • Provide 2nd line support for incoming service requests, utilising the help desk ticketing system
  • Take ownership of support requests, ensuring they are resolved and ensure customers are communicated to at all times
  • Adhere to current procedures and contribute to continuous improvement of procedures and policies within the IT department
  • Escalate incidents to senior engineers, where appropriate
  • Provide mentoring for the 1st & other 2nd line support engineers
  • Manage and maintain the automated monitoring platform
    Logging support tickets for all issues flagged, including 24/7 and daily checks
    Notify the service desk coordinator of reoccurring outages
  • Assist on Project work as and when required
    Provide coaching on technical skills and processes to other staff

Core Skills

-Over 2 years’ experience working in an IT support environment covering a number of different technical areas
-English Language (written and verbal) to a GCSE level or equivalent.
-Able to demonstrate good communication skills, written, over the phone and face to face
-Have at least 1 formal IT qualification at entry level or above
-Display excellent customer service skills and have previous experience in providing customer service
-Experience in troubleshooting Microsoft environments
-Have a willingness to learn new skills in a face paced environment
-Comfortable working within a team or on own initiative
-Provide excellent documentation skills

Technical Skills
• Excellent working knowledge of windows server 2003/2008/2012/2016
• Excellent working knowledge of windows 7/8/10
• Excellent working knowledge of Office 2003/2010/2013/2016/365
• Exchange server 2003/2007/2010/2013/2016/365 implementation experience
• Good working knowledge of major networking components, networking operating systems and basic configuration and maintenance
• Backup configuration and maintenance experience
• Hands on knowledge of the procedures used in the installation modification maintenance and repair of IT hardware and software
• Able to offer daily system checks, servers, backups and firewalls






  • Job Category Tech
  • Job Location Gloucester
  • Job Salary £competitive
  • Job Salary Benefits Great working environment, free parking,
  • Job hours Full-Time
  • Job Type Permanent
  • Job Ref J0020