Second Line Support Engineer

3 weeks ago

Gateshead, United Kingdom NRG. Full time

Job Title: 2nd Line Support Engineer

Location: Gateshead

Salary: up to £35,000


Role Overview:


As a 2nd Line Support Engineer, you’ll handle more complex technical issues escalated from the 1st Line Support team. You’ll troubleshoot and resolve these problems efficiently, ensuring minimal disruption for clients. You’ll also play a key role in mentoring junior team members and assisting in project work as needed.


Key Responsibilities:


  • Investigate and resolve escalated technical issues related to hardware, software, and networks.
  • Provide advanced support for Windows, macOS, and Linux operating systems.
  • Manage and maintain IT systems, including Active Directory, Office 365, and cloud services.
  • Troubleshoot network issues, including DNS, DHCP, VPNs, and firewalls.
  • Assist with the deployment and maintenance of IT infrastructure.
  • Document technical solutions and update the knowledge base for team use.
  • Mentor and assist 1st Line Support Engineers in skill development and troubleshooting.
  • Escalate critical issues to 3rd Line Support or external providers when necessary.



Skills and Experience Required:


  • Proven experience in a 2nd Line IT Support role or equivalent.
  • Strong knowledge of IT systems, including Windows Server, Office 365, and Active Directory.
  • Solid understanding of networking principles and technologies (TCP/IP, VLANs, firewalls).
  • Experience with virtualization technologies such as VMware or Hyper-V.
  • Familiarity with ITIL principles and practices (ITIL certification is a plus).
  • Strong analytical and problem-solving skills with attention to detail.
  • Excellent communication skills, both written and verbal.
  • Ability to work independently and manage time effectively.
  • Relevant certifications (e.g., CompTIA Network+, Microsoft, Cisco) are desirable.



For more information or to apply, click Apply Now and a member of our team will be in touch.

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