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- Tasks: Provide top-notch technical support and resolve complex issues for diverse users.
- Company: Join a dynamic helpdesk team focused on enhancing customer platforms and services.
- Benefits: Enjoy a collaborative environment with opportunities for growth and skill development.
- Why this job: Be part of a team that values quality service and continuous improvement in tech support.
- Qualifications: Customer-focused, motivated, with strong communication skills and IT knowledge.
- Other info: Fast-paced role with high application volume; apply quickly to secure your chance!
We are seeking an experienced and dynamic Second Line Engineer to join the helpdesk team. This role serves as a primary escalation point to ensure the resolution of escalated tickets and changes within contracted service levels. You will also be responsible for remediating vulnerabilities and applying security configurations.
The job holder is a direct escalation path within the helpdesk team. You will provide a high level of technical support to a wide range of users, spanning across different industries. The role demands a commitment to resolving complex incidents and requests while contributing to maintenance and project initiatives, enhancing customer platforms and services.
Key Responsibilities- Handle escalated issues from first-line support that require a deeper level of technical expertise.
- Perform advanced troubleshooting of hardware, software, network, and system-related issues.
- Coordinate with third-line engineers or external vendors when necessary to resolve complex issues.
- Ensure proper communication and information transfer when escalating issues, providing all necessary details to facilitate fast resolution.
- Perform root cause analysis on recurring or complex issues to prevent future occurrences.
- Provide reports and documentation on findings to management and other teams for further review or corrective action.
- Ensure that all incidents and requests are handled in accordance with established SLAs.
- Follow compliance, security, and quality assurance guidelines during troubleshooting and system changes.
- Customer focused and have a genuine desire to provide a quality service.
- Confident and highly motivated individual.
- Excellent written and verbal communication skills.
- A team player who is able to contribute to a collaborative working environment.
- Actively seeks to share information in order to improve quality performance.
- An understanding of ITIL and Cyber Essentials frameworks.
- Endpoint support for Microsoft Windows and Apple Mac devices, with a focus on troubleshooting and ensuring user productivity.
- Proficiency in the support and management of Microsoft 365 products, including but not limited to Exchange, SharePoint, OneDrive, and Intune.
- Management of Azure resources such as Azure Session Desktops and Azure files.
- Windows Server administration including Active Directory, Group Policy, DHCP and DNS.
- Solid understanding of network infrastructure, including DNS, Wi-Fi, VLANs, and VPNs, with an ability to troubleshoot connectivity issues.
- Experience with VOIP technologies, particularly Microsoft Teams telephony, and its integration within the MSP environment.
2nd Line Support Engineer employer: Key Recruitment Limited
Contact Detail:
Key Recruitment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft 365, Azure resources, and VOIP technologies. Having hands-on experience or relevant certifications can set you apart from other candidates.
✨Tip Number 2
Demonstrate your problem-solving skills during any interviews or discussions. Be prepared to share examples of complex issues you've resolved in the past, particularly those involving hardware, software, or network troubleshooting.
✨Tip Number 3
Showcase your understanding of ITIL and Cyber Essentials frameworks. Being able to discuss how these frameworks apply to your work will highlight your commitment to quality service and compliance.
✨Tip Number 4
Network with current or former employees of StudySmarter on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be beneficial during the interview process.
We think you need these skills to ace 2nd Line Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the job description. Focus on your technical support background, especially in areas like Microsoft 365, Azure, and network infrastructure.
Craft a Strong Cover Letter: Write a cover letter that showcases your customer-focused approach and your commitment to providing quality service. Mention specific examples of how you've resolved complex issues in previous roles.
Highlight Relevant Skills: In your application, emphasise your understanding of ITIL and Cyber Essentials frameworks, as well as your proficiency in troubleshooting both Windows and Apple devices. This will demonstrate your fit for the role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. Clear and professional communication is key, especially given the emphasis on written skills in the job description.
How to prepare for a job interview at Key Recruitment Limited
✨Showcase Your Technical Expertise
Be prepared to discuss your experience with troubleshooting hardware, software, and network issues. Highlight specific examples where you've resolved complex incidents, as this will demonstrate your capability to handle the responsibilities of a Second Line Support Engineer.
✨Communicate Clearly and Effectively
Since excellent communication skills are crucial for this role, practice articulating your thoughts clearly. Be ready to explain technical concepts in simple terms, especially when discussing how you would communicate with first-line support or external vendors during escalations.
✨Demonstrate Customer Focus
Emphasise your commitment to providing quality service. Share examples of how you've gone above and beyond to assist users, ensuring their productivity and satisfaction. This will show that you understand the importance of customer service in a technical support role.
✨Familiarise Yourself with ITIL and Cyber Essentials
Brush up on your knowledge of ITIL and Cyber Essentials frameworks, as these are essential for the role. Be ready to discuss how you've applied these principles in previous positions, particularly in relation to incident management and security compliance.
