2nd Line Support Engineer

4 days ago

London, Greater London, United Kingdom Directions Recruitment Specialists Full time

Job Summary:

Directions Recruitment Specialists is seeking a highly skilled 2nd Line Support Engineer to join our team. As a 2nd Line Support Engineer, you will be responsible for providing comprehensive technical support and troubleshooting assistance to clients via remote desktop tools, specifically for Windows 10 & 11, Mac operating systems, hardware, and Mobile devices.

Key Responsibilities:

  • Investigate and resolve technical issues reported by staff, ensuring timely resolution to minimize downtime and maintain productivity.
  • Assist in the installation, configuration, and maintenance of computer systems, servers, and network equipment for all sites.
  • Collaborate closely with the 1st Line Support team to escalate and resolve complex issues effectively, ensuring seamless service delivery.
  • Work in synergy with other team members to deliver efficient support services and enhance overall customer service satisfaction.
  • Document all support activities and resolutions in our ticketing system to maintain a clear and accessible record of support activities.

Requirements:

  • Minimum of 3 years of experience as a 2nd Line Engineer, providing remote and onsite technical support.
  • Strong troubleshooting skills and a solid understanding of IT systems and infrastructure.
  • Proven experience in supporting Windows and Mac operating systems, with a foundational knowledge of network connectivity and protocols.
  • Familiarity with Active Directory, Office 365, Intune, and cloud-based services.
  • Ability to work independently and effectively prioritize tasks in a remote setting.
  • Experience with remote support tools such as TeamViewer, GoToAssist, or Remote Desktop Protocol (RDP).
  • Sound knowledge of networking concepts, including TCP/IP, DHCP, DNS, WAN.
  • Demonstrated understanding of router, switch, and access point configurations and diagnostics.
  • Excellent customer service skills and a proven ability to build strong working relationships.
  • Self-motivated with effective initiative and accountability to maintain the highest standards of support.

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