2nd Line Support Specialist

2 weeks ago


London, Greater London, United Kingdom context recruitment Full time
2nd Line Engineer - London

Context Recruitment is seeking a highly proactive and analytical 2nd Line Engineer to join a leading construction engineering business on a permanent basis.

This role involves providing technical support to 1st line IT support technicians, other IT functions, and external vendors, ensuring continuous high-level support across the business.

Key Responsibilities:
  1. Provide end-user support to VIPs and users via telephone, remote support, email, and face-to-face.
  2. Prioritise and manage workflow through the ITSM system (ServiceNow).
  3. Conduct on-site technical investigations and escalate issues to ensure timely resolution.
  4. Collaborate with IT team members and support 1st and 2nd line IT teams.
  5. Install, update, maintain, and support various software packages and hardware.
  6. Perform Active Directory administration and deploy software via Endpoint Manager.
  7. Support SIP/VOIP telephony and video conference systems.
  8. Configure and support iOS/Android mobile devices and 4G/5G dongles.
  9. Assist with IT projects and maintain technical documentation.
Requirements:
  1. Microsoft certifications (desired).
  2. Experience with ITSM systems.
  3. Proficiency in Windows Operating Systems, Active Directory, Office 365, and Microsoft Teams.
  4. Understanding of anti-virus products, web gateway filtering, and networking concepts.
  5. Strong communication, problem-solving, and customer service skills.
  6. Ability to work under pressure and prioritize tasks effectively.


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