2nd Line Support Engineer

2 weeks ago

Reading Berkshire, United Kingdom AllPoints Fibre Full time

The 2nd Line Support Engineer at AllPoints Fibrewillbe responsible for all escalations coming in from the service desk team. You will work collaboratively to ensure incidents and escalations are resolved within SLA, in addition pro-actively reviewing incident trends and implement fixes based. Working with the 1 st and 3 rd line teams you will be a critical part of the team, ensuring SLA’s are met and customer satisfaction is maintained within the targets. You will be reporting to the 2nd Line Team Leader.

What you will be doing:

  • Receive and handle escalated technical issues from the 1 st line function, providing timely and effective solutions.
  • Collaborate with 3 rd line engineers and other teams to ensure seamless resolution of escalated issues and maintain effective communication throughout the process.
  • Act as a point of contact for customer inquiries and concerns, maintaining a high level of professionalism and excellent customer service.
  • Provide technical expertise and guidance to the 1 st line function, assisting in their skill development and knowledge enhancement to avoid escalations.
  • Perform advanced troubleshooting and diagnostics on hardware, software, and network-related problems, aiming for efficient problem resolution.
  • Document and maintain detailed records of incidents, solutions, and best practices for future reference and continuous improvement.
  • Proficient in operating systems such as Windows and ideally macOS.

Strong knowledge of networking protocols, topologies, and security principles.

Person Specification

You will be a confident communicator with the ability to manage senior stakeholder and resolve complex issues professionally.You will have experience of working in a 2nd line role with strong technical knowledge in M365, windows operating systems and Service Desk methodologies.

Being ITIL qualified and holding Microsoft certifications is advantageous.

The benefits

At AllPoints Fibre, we're all about looking after you. We offer an extensive wellbeing package that goes beyond the EAP. Your benefits will include Bupa private medical insurance and dental cover, income protection insurance, group life insurance and a health plan to help with day to day expenses such as eye care.... we will even pay for you to get a massage

Everyone needs a break now and then, right? That's why we start all our employees off with a generous 30 days' annual leave allowance (pro rata), plus bank holidays. And if you ever need some extra time off due to illness or parental leave, we've got enhanced leave plans in place to support you through that.

Additionally we know how important it is to feel secure with your finances. That's why we have benefits dedicated to your financial wellbeing. You will be able to join our employer contributory pension and in addition to income protection insurance, group life insurance we offer cashback and voucher schemes to help cover living cost such as electricals and personal spending.

About us:

Established in 2021, AllPoints Fibre has grown from regional roots in Jurassic Fibre, Giganet and Swish Fibre, to establish a national wholesale network.

We are on a missions to create a wholesale network that can serve millions of homes and businesses connect to a better digital future.

To help us achieve this mission we need a 2nd Line Support Engineer to take us on this journey.

We have set ourselves the goal to become the best place to work, we recognise that our people are at the heart of what we do - join us on our journey to become the UK’s most recommended way to connect

...And if you don’t meet any specific requirements of the role, we’d still like to hear how you’d get the job done

Next steps

If the role sounds like the right fit for you, we look forwards to seeing your application If shortlisted,our Talent AcquisitionTeam will be in touch to set up and initial conversation. Next stages will involve meeting with our hiring teams to discussthe role and your experience in more details.

One last thing...

AllPoints Fibre value diversity and are committed to creating a diverse and inclusive environment for all employees. Help us create a secure, inclusive digital world where diversity fuels innovation; your vision, your voice, and your skills have a place here

If you require any reasonable adjustments to be made during your interview process, please tell us in your application.

Let’s recruit together and find your next colleague.

#J-18808-Ljbffr

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