Second Line Support Engineer

2 weeks ago


Saintfield Co Down, United Kingdom Right Revenue Full time
Job Description

As the second line escalation point for all support queries you will work with the first line support team to maintain and monitor all systems and understand and resolve technical issues in a prompt and professional manner.

 

Responsibilities & Duties
  • Respond to either first line support or end user software queries via ticketing system, email, phone or face to face.
  • After identifying the issue, you will talk the first line support staff or end user through the required steps to resolution or escalate to third line support as and when necessary.
  • Work with the CTO and wider support and development teams to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented.
  • Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.
  • Assist with customer onboarding which could include onsite visits, where appropriate, to support the implementation team
  • Continuously improve knowledge and understanding across the various software technologies supported by the team.
  • Maintain a strong customer focus at all times.



Skills / Experience / Qualifications Essential
  • Educational Requirements – minimum pass at GCSE level (or equivalent) English & Maths
  • Ability to problem solve within a technical environment.
  • Strong communication skills.
  • Strong customer service approach and team player.
  • Strong work ethic and ability to work in a dynamic work environment.

Desirable
  • Prior experience within a first or second-line technical product or service focused support role.
  • Experience with SQL/Mongo databases
  • Prior knowledge of online support ticketing systems
  • Experience with software development and deployment (Javascript, react.js, AWS, CI/CD, GIT, etc.)


  • IT Support

    6 days ago


    Worthy Down, United Kingdom Brook Street Full time

    Brook Street are proud to advertise an IT Support Administrator role within Ministry of Defence The Temporary Worker will provide middle management support and operate with mínimal supervision, exercising independent judgement in completing assignments. **Role description**: - Ideally, they should have previous 1st line support and/or IT or other...


  • Co. West Midlands, United Kingdom Mentmore Full time

    1st/2nd Line Application Support Engineer - SQL £40k +benefits and expenses Birmingham - Hybrid working Model (3 days from home a week) - Some UK travel (fully expensed) A leading national meat production company, are looking for a Application support specialist to assist with all 1st/2nd line Application queries. You will need to show knowledge...


  • Co. West Midlands, United Kingdom Mentmore Full time

    1st/2nd Line Application Support Engineer - SQL £40k +benefits and expenses Birmingham - Hybrid working Model (3 days from home a week) - Some UK travel (fully expensed) A leading national meat production company, are looking for a Application support specialist to assist with all 1st/2nd line Application queries. This role will offer scope to be fully...


  • Co. West Midlands, United Kingdom Mentmore Full time

    1st/2nd Line Application Support Engineer - SQL £45k +benefits and expenses Birmingham - Hybrid working Model (3 days from home a week) - Some UK travel (fully expensed) A leading national meat production company, are looking for a Application support specialist to assist with all 1st/2nd line Application queries. This role will offer scope to be fully...

  • Shift Engineer

    4 weeks ago


    Newry, Co. Down, United Kingdom Hunter Savage Full time

    Maintenance engineer Our client based in the Newry area have a requirement for a maintenance engineer to join their team on a full-time permanent basis. Excellent Package available depending on experience. Day shift (flexible start time) Responsible for all maintenance of buildings and ensuring machinery runs to their maximum efficiency and output....


  • Newry, Co. Down, United Kingdom Catfoss Recruitment Ltd Full time

    Catfoss Recruitment Ltd are currently in partnership with a leading marine company that is looking to recruit a Marine Electronic Engineer to their expanding team on a permanent basis. Marine Electronic Engineer The Marine Electronic Engineer's primary role is to conduct installations, and provide maintenance and repairs service for vessels safety,...


  • Newry, Co. Down, United Kingdom Catfoss Recruitment Ltd Full time

    Catfoss Recruitment Ltd are currently in partnership with a leading marine company that is looking to recruit a Marine Electronic Engineer to their expanding team on a permanent basis. Marine Electronic Engineer Location: Northern Ireland (South East) - Other UK roles available (England & Scotland) Job Description , The Marine Electronic Engineer's...


  • Newry, Co. Down, United Kingdom Catfoss Recruitment Ltd Full time

    Catfoss Recruitment Ltd are currently in partnership with a leading marine company that is looking to recruit a Marine Electronic Engineer to their expanding team on a permanent basis. Marine Electronic Engineer Location: Northern Ireland (South East) - Other UK roles available (England & Scotland) Job Description The Marine Electronic Engineer's primary...

  • Maintenance engineer

    4 weeks ago


    Newry, Co. Down, United Kingdom Hunter Savage Full time

    Maintenance engineer Our client based in the Newry area have a requirement for a maintenance engineer to join their team on a full-time permanent basis. Call Conor O ’ Hagan for more details Excellent Package available depending on experience. Day shift (flexible start time) The Role: Responsible for all maintenance of buildings and ensuring...


  • Banbridge, Co. Down, United Kingdom Selectus Total Full time

    Maintenance Technician/ Engineer Exciting opportunity for a Maintenance Technician to join a well-established food producer based in Northern Ireland. As the Maintenance Technician/Engineer you will support planned maintenance activities to ensure the upkeep of buildings, landscapes, factory and offices in line with the operational activities of the...


  • Dungannon, Co. Tyrone, United Kingdom Cpl Full time

    Electrical Support Engineer I.'s fastest growing manufacturing companies. Due to continued success and growth, they are looking to add an Electrical Support Engineer to their team in Dungannon. You will be responsible for ensuring the products receive the highest level of support. Office based support for servicing and commissioning of all company...


  • Co. West Midlands, United Kingdom Macildowie Associates Full time

    1 st Line Support Analyst Location: Tamworth/Hybrid - 2/3 days a week from home Salary & Benefits: Above Market Average Salary + Overtime (Paid at Time & a Half) + Paid Microsoft Qualifications Hours: Monday to Friday (flexible start and end times) Overview: Working for a highly successful MS Gold Partner IT Managed Services company, the 1 st Line...


  • Newry, Co. Down, United Kingdom Teqniq Limited Full time

    Teqniq is searching for a *Business Support Officer* to work in the public sector. 36 hours per week. 4 months contract. 09:00-17:00*Job Description:*1. Provide comprehensive administrative and secretarial support to a number of Council Officers on a daily basis including acting as point of contact for a service or department. 2. Provide seamless...


  • Newry, Co. Down, United Kingdom Teqniq Limited Full time

    Teqniq is searching for a *Business Support Officer* to work in the public sector. 36 hours per week. 4 months contract. 09:00-17:00*Job Description:*1. Provide comprehensive administrative and secretarial support to a number of Council Officers on a daily basis including acting as point of contact for a service or department. 2. Provide seamless...


  • Lisburn, Co. Antrim, United Kingdom GE Aviation Full time

    This is an exciting opportunity to join the Monitoring and Diagnostics team, based in Lisburn, Northern Ireland. Our mission is to develop state of the art monitoring technologies, generally deployed in an Electrical Substation, allowing a customer to understand and optimize the operating condition of their Electrical Power Transformers, circuit breakers and...


  • Newry, Co. Down, United Kingdom Teqniq Limited Full time

    Teqniq is searching for a *Business Support Officer* to work in the public sector. 4 months contract. Provide comprehensive administrative and secretarial support to a number of Council Officers on a daily basis including acting as point of contact for a service or department. Provide seamless confidential business support and administrative cover working...


  • Newry, Co. Down, United Kingdom Teqniq Limited Full time

    Teqniq is searching for a *Business Support Officer* to work in the public sector. 4 months contract. Provide comprehensive administrative and secretarial support to a number of Council Officers on a daily basis including acting as point of contact for a service or department. Provide seamless confidential business support and administrative cover working...

  • Graduate Engineer

    4 weeks ago


    Hillsborough, Co. Down, United Kingdom Vickerstock Full time

    Civil Engineer (Drainage) Vickerstock are happy to be supporting a leading design consultancy in the recruitment of a Chartered Civil Engineer to join their team. This local practice, based in Hillsborough, is known for its high reputation for producing innovative and vibrant design solutions to deliver complex engineering projects across a range of diverse...

  • Lead Engineer

    2 weeks ago


    Bangor, Co. Down, United Kingdom Cpl Healthcare Full time

    Lead Design Engineer Our client is a complete end to end solutions provider involved in the design, build and maintenance of water and wastewater assets & infrastructure in the Municipal, Industrial, other manufacturing markets. Due to continued growth and increased workload they are looking to add a Lead Design Engineer to their team. Provide management...

  • Engineering Planner

    6 days ago


    Banbridge, Co. Down, United Kingdom Thompson Aero Seating Ltd Full time

    Responsibilities Develop & implement agile planning processes to ensure effective utilisation of Engineering project hours. Facilitate project planning sessions. Manage multiple project plans, ensuring consistency across multiple sites, with planning methods aligned. Create and maintain an engineering projects dashboard to track and report on project...