2nd Line Support Engineer

2 months ago


Forest Hall, United Kingdom Three Sixty Talent Full time
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

  • Forest Hall, United Kingdom CV-Library Full time

    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...


  • Forest Hall, United Kingdom CV-Library Full time

    Field Scheduling Specialist (Workforce Management) Newcastle, NE12 8BU Full-time Salary: Starting at £23,000 increasing to £25,000 with role progression plus performance-based bonus Working hours: 37.5 hours per week, Monday to Friday Shift pattern: 7.5 hour shifts between 8am to 7pm. One Saturday per month with Monday off in...


  • Forest Hall, North Tyneside, United Kingdom ODIN RECRUITMENT GROUP LIMITED Full time

    Job DescriptionWe are seeking a skilled Multi Skilled Electrical Engineer to support the Engineer Manager in reactive and planned maintenance and ensure high standards are met.The ideal candidate will be responsible for diagnosing faults, identifying problems on machinery, and performing maintenance and repair tasks to ensure the smooth operation of our...


  • Forest Hall, United Kingdom Verisure UK Full time

    Field Scheduling Specialist (Workforce Management)Newcastle, NE12 8BUFull-timeSalary: Starting at £23,000 increasing to £25,000 with role progression plus performance-based bonusWorking hours: 37.5 hours per week, Monday to FridayShift pattern: 7.5 hour shifts between 8am to 7pm. One Saturday per month with Monday off in return.Holidays: 29 days holidays...


  • Hall Green, United Kingdom CV-Library Full time

    An automotive component manufacturer with multiple sites in the UK and the West Midlands require a Manufacturing Engineer to provide manufacturing engineering support to current production lines. The ideal candidate will have automotive manufacturing experience working with exterior or interior trim products. Commutable from: Redditch, Coventry, Birmingham,...

  • IT Support Engineer

    1 month ago


    Hall Green, United Kingdom CV-Library Full time

    IT support engineer, Help desk, workshop, on site. Providing support to small businesses, charities, educational and manufacturing. You must already have experience with and general understanding of; Microsoft Operating Systems and Office applications. Being able to work on your own initiative, such as researching and solving problems is important. You must...

  • IT Support Engineer

    1 month ago


    Hall Green, United Kingdom Topline Systems Ltd Full time

    IT support engineer, Help desk, workshop, on site.Providing support to small businesses, charities, educational and manufacturing.You must already have experience with and general understanding of; Microsoft Operating Systems and Office applications.Being able to work on your own initiative, such as researching and solving problems is important. You must...

  • Senior IT Technician

    3 weeks ago


    Forest Hall, United Kingdom CV-Library Full time

    Senior IT Technician Location: Newcastle Salary: £30,000 per annum (basic) + £2,000 per annum (variable performance based) Working hours: Mon – Fri, 40 hours per week (available to work outside core hours) Holidays: 21 days holidays (increasing to 23 days after 1 years’ service) plus bank holidays The Senior Technician will...

  • Production Line Leader

    5 months ago


    Forest Gate, United Kingdom Hovis Full time

    Welcome to Hovis. We are the proud guardians of over 130 years of baking experience that make up our iconic and much-loved brand. We produce bread and bakery products created with Hovis goodness at the heart of each. We deliver around 1.3million loaves, every day of the week throughout the UK and Ireland, where we also make Mothers Pride and Ormo...


  • Forest Hall, United Kingdom CV-Library Full time

    Multi-Channel Customer Service Operator Newcastle, NE12 8BU Salary: Starting at £23,000 increasing to £25,000 with role progression plus £1,200 performance based bonus Working Hours: 37.5 hours per week Shift Patterns: 7.5 hr shifts between 8am to 9pm, Monday - Sunday (5 days on, 2 days off) Holidays: 29 days holidays (increases to 31...


  • Forest Hall, United Kingdom Verisure UK Full time

    Multi-Channel Customer Service OperatorNewcastle, NE12 8BUSalary: Starting at £23,000 increasing to £25,000 with role progression plus £1,200 performance based bonusWorking Hours: 37.5 hours per weekShift Patterns: 7.5 hr shifts between 8am to 9pm, Monday - Sunday (5 days on, 2 days off)Holidays: 29 days holidays (increases to 31 days after 12 months’...


  • Hall, United Kingdom GXO Logistics Full time

    Here at GXO we are recruiting for a full time, permanent QHSE Compliance, Facilities & Training Lead to join our team in Hams Hall in our Multi-user site. You‘ll manage the facilities and ensure all training is in date, delivered to the required standard and paperwork is completed. This is a full time, permanent position, you will work Monday to Friday...


  • Leicester Forest East, United Kingdom Genesis Technical Recruitment Ltd Full time

    Job Title: Junior Manufacturing EngineerWe are seeking an experienced Junior Manufacturing Engineer to join our team at Genesis Technical Recruitment Ltd. The successful candidate will have a strong background in manufacturing engineering and a passion for continuous improvement.Key Responsibilities:Optimise workflow, equipment placement, and space...


  • Leicester Forest East, United Kingdom Genesis Technical Recruitment Ltd Full time

    Job Title: Junior Manufacturing EngineerWe are seeking an experienced Junior Manufacturing Engineer to join our team at Genesis Technical Recruitment Ltd. The successful candidate will have a strong background in manufacturing engineering and a passion for continuous improvement.Key Responsibilities:Optimise workflow, equipment placement, and space...


  • Hall, United Kingdom GXO Logistics Full time

    Here at GXO we are recruiting for a full time, permanent QHSE Compliance, Facilities & Training Lead to join our team in Hams Hall in our Multi-user site. You‘ll manage the facilities and ensure all training is in date, delivered to the required standard and paperwork is completed. This is a full time, permanent position, you will work Monday to Friday...


  • Leicester Forest East, United Kingdom Genesis Technical Recruitment Ltd Full time

    Job Title: Junior Manufacturing EngineerWe are seeking an experienced Junior Manufacturing Engineer to join our team at Genesis Technical Recruitment Ltd. The successful candidate will have a strong background in manufacturing engineering and a passion for continuous improvement.Key Responsibilities:Optimize workflow, equipment placement, and space...


  • Leicester Forest East, United Kingdom Genesis Technical Recruitment Ltd Full time

    Job Title: Junior Manufacturing EngineerWe are seeking an experienced Junior Manufacturing Engineer to join our team at Genesis Technical Recruitment Ltd. The successful candidate will have a strong background in manufacturing engineering and a passion for continuous improvement.Key Responsibilities:Optimize workflow, equipment placement, and space...


  • Leicester Forest East, United Kingdom Genesis Technical Recruitment Ltd Full time

    Job Title: Junior Manufacturing EngineerWe are seeking an experienced Junior Manufacturing Engineer to join our team at Genesis Technical Recruitment Ltd. The successful candidate will have a strong background in manufacturing engineering and a passion for continuous improvement.Key Responsibilities:Optimize workflow, equipment placement, and space...


  • Leicester Forest East, United Kingdom Genesis Technical Recruitment Ltd Full time

    Job Title: Junior Manufacturing EngineerWe are seeking an experienced Junior Manufacturing Engineer to join our team at Genesis Technical Recruitment Ltd. The successful candidate will have a strong background in manufacturing engineering and a passion for continuous improvement.Key Responsibilities:Optimize workflow, equipment placement, and space...


  • Wyre Forest, Worcestershire, United Kingdom Concept Technical Full time €30,000 - €37,000

    SENIOR MAINTENANCE ENGINEER - KIDDERMINSTER - PERMANENT Job Title: Senior Maintenance Engineer Contract: Permanent Hours: Full-time, Rotational Shift Pattern (5am - 1pm/ 12 - 8pm) Keywords: Keywords: Senior Maintenance Engineer, PPM, Health and Safety, Equipment Maintenance, Continuous Improvement An exciting opportunity has arisen for a Senior...