Second Line Support Engineer

Job Title: 2nd Line Support Engineer

Job Type: Permanent

Location: Winchester / Remote

Salary: £30,000 – £34,000 p/a + on call allowance

2nd Line Support Engineer – Role & Responsibilities

• Answer, evaluate, log and prioritise incoming ticket requests from customers related to a range of IT security products & custom software applications
• Provide customers with regular updates on open issues and set appropriate expectations
• Hold remote sessions with customers when required
• Interface directly with product vendors and our partners when necessary
• Carefully document activities and customer interactions to ensure accurate call tracking
• Troubleshooting product issues or network-related problems
• Analysing and recommending solutions to problems
• Diagnose and solve IT security products problems quickly
• Perform on call support for 24*7 customers as part of an out of hours rota

2nd Line Support Engineer – Required Experience

• 3+ years\’ experience in IT Support (2nd/3nd line level)
• Ability to collaborate with various technical groups to provide analysis and support
• Windows Server (old and new O/S)
• Linux (nice to have)
• TCP-IP, UDP networking components, DNS, Active Directory and LDAP
• Strong network troubleshooting skills including an understanding of routers and firewalls with the ability to use common tools such as netstat, traceroute, ifconfig, tcpdump and others
• Excellent communication skills
• Good telephone manner, good analytical and problem-solving skills, ability to learn quickly and cross apply knowledge.

Interviews: April 2025

Start Date: May/June 2025

How to Apply:

Apply to Gary Hargreaves at X4 Technology to learn more about the role or connect with me on LinkedIn to hear about regular job updates available with X4 Technology