2nd Line support

4 weeks ago


Waterlooville, United Kingdom CV-Library Full time

Overview:

We are seeking an experienced and dynamic Second Line Engineerto join our helpdesk team

This role serves as a primary escalation point to ensure the resolution of escalated tickets and changes within contracted service levels.

You will also be responsible for remediating vulnerabilities and applying security configurations. T

he job holder is a direct escalation path within the helpdesk team.

You will provide a high level of technical support to a wide range of users, spanning across different industries.

The role demands a commitment to resolving complex incidents and requests while contributing to maintenance and project initiatives, enhancing customer platforms and services.

Key Responsibilities

• Handle escalated issues from first-line support that require a deeper level of technical expertise.

• Perform advanced troubleshooting of hardware, software, network, and system-related issues.

• Coordinate with third-line engineers or external vendors when necessary to resolve complex issues.

• Ensure proper communication and information transfer when escalating issues, providing all necessary details to facilitate fast resolution.

• perform root cause analysis on recurring or complex issues to prevent future occurrences.

• Provide reports and documentation on findings to management and other teams for further review or corrective action.

• Ensure that all incidents and requests are handled in accordance with established SLAs.

• Follow compliance, security, and quality assurance guidelines during troubleshooting and system changes.

• Customer focused and have a genuine desire to provide a quality service.

• Confident and highly motivated individual.

• Excellent written and verbal communication skills.

• A team player who is able to contribute to a collaborative working environment

• Actively seeks to share information in order to improve quality performance

• An understanding of ITIL and Cyber Essentials frameworks. •

Endpoint support for Microsoft Windows and Apple Mac devices, with a focus on troubleshooting and ensuring user productivity.

• Proficiency in the support and management of Microsoft 365 products, including but not limited to Exchange, SharePoint, OneDrive, and Intune.

• Management of Azure resources such as Azure Session Desktops and Azure files.

• Windows Server administration including Active Directory, Group Policy, DHCP and DNS.

• Solid understanding of network infrastructure, including DNS, Wi-Fi, VLANs, and VPNs, with an ability to troubleshoot connectivity issues.

• Experience with VOIP technologies, particularly Microsoft Teams telephony, and its integration within the MSP environment. 

Hybrid working: 3 days office based, 2 days working from home


  • IT Support Engineer

    2 weeks ago


    Waterlooville, United Kingdom CV-Library Full time

    IT Support Engineer (2nd Line/Microsoft Provider) Waterlooville, Hybrid £30,000 - £35,000 + Training + Progression + Company Benefits Are you an IT Support Engineer with a background working in an MSP, now looking to join a thriving young business that puts development at the forefront of the company? Do you want to progress through the ranks...


  • Waterlooville, Hampshire, United Kingdom Ernest Gordon Recruitment Limited Full time

    Job Title: IT Support SpecialistJob Description:We are seeking an experienced IT Support Specialist to join our team at Ernest Gordon Recruitment Limited. As a Microsoft Partner, we offer exciting opportunities for career progression and professional development.In this role, you will provide technical support to a wide range of businesses, utilizing Cloud...

  • IT Support Engineer

    2 weeks ago


    Waterlooville, United Kingdom CV-Library Full time

    IT Support Engineer (1st Line, Microsoft Partner) Waterlooville (Hybrid Remote) £25,000 - £29,000 + Training + Progression + Company Benefits Are you an IT Support Engineer looking to make a real impact in a dynamic IT support team who have gone from strength to strength over the past 20 years? Do you want the opportunity to join a close-knit...


  • Waterlooville, Hampshire, United Kingdom cv-library.co - Jobboard Full time

    IT Support Engineer (2nd Line/Microsoft Provider)Location: Waterlooville, HybridSalary: £30,000 - £35,000 + Training + Progression + Company BenefitsWe are seeking an IT Support Engineer with a background working in an MSP to join our thriving young business that prioritizes development.As a Microsoft Partner, we enable successful candidates to achieve...


  • Waterlooville, United Kingdom ClearCourse Full time

    1st Line Support Analyst Career Level: 11S Intermediate Posting Date: 7 Aug 2024 The 1st Line Support Analyst role is an essential role towards contributing towards excellent service and support to our customer base. You will be the first point of contact for our customers, via the telephone, emails and tickets, and resolve issues relating to our...


  • Waterlooville, United Kingdom CV-Library Full time

    We are seeking an experienced and dynamic Triage Engineerto join our helpdesk team This role primarily serves as the first point of call for all customers. You will be responsible for providing first response to client tickets, including phone calls, emails, implementing first time fixes, following escalation procedures and monitoring daily tasks, all...

  • Senior Support Worker

    2 months ago


    Waterlooville, United Kingdom Elysium Healthcare Full time

    Are you an experienced Senior Support Worker looking to elevate your career, where you can make a real difference and change lives for the better? If so, join, and provide care for young people aged 12 up to 18 years with a primary diagnosis of eating disorder. You will be key in supporting individuals to lead a full and valued life. It’s a career that...

  • IT Support Specialist

    4 weeks ago


    Waterlooville, Hampshire, United Kingdom activ8 recruitment Full time

    {"title": "IT Service Desk Analyst", "description": "Job Title: IT Service Desk AnalystJoin our team as an IT Service Desk Analyst and play a key role in providing exceptional customer service and technical support to our internal teams and external clients.As an IT Service Desk Analyst, you will be responsible for handling first-line service desk tickets,...

  • IT Support Specialist

    3 weeks ago


    Waterlooville, Hampshire, United Kingdom activ8 recruitment Full time

    {"title": "IT Service Desk Analyst", "description": "Job Title: IT Service Desk AnalystJoin our team as an IT Service Desk Analyst and play a key role in providing exceptional customer service and technical support to our internal teams and external clients.As an IT Service Desk Analyst, you will be responsible for handling first-line service desk tickets,...


  • Waterlooville, Hampshire, United Kingdom Amour Recruitment Full time

    Job Title: Triage EngineerAmour Recruitment is pleased to be recruiting for a Triage Engineer, on behalf of our wonderful client based in the UK.In this engaging position, you'll support a busy IT helpdesk, through triaging their support tickets and providing first-line support to customers.You'll be responsible for assisting customers with technical...


  • Waterlooville, Hampshire, United Kingdom Amour Recruitment Full time

    Job Title: Triage EngineerAmour Recruitment is pleased to be recruiting for a Triage Engineer, on behalf of our wonderful client based in the UK.In this engaging position, you'll support a busy IT helpdesk, through triaging their support tickets and providing first-line support to customers.You'll be responsible for assisting customers with technical...

  • Assembly Line Worker

    1 month ago


    Waterlooville, Hampshire, United Kingdom beBee Professionals Full time £22,000 - £28,000

    Production Operative Job DescriptionWe are seeking a skilled and detail-oriented Production Operative to join our manufacturing team in Waterlooville, United Kingdom.Key Responsibilities:Operate machinery and equipment safely and efficiently to meet production targets.Assemble products according to company specifications, ensuring high-quality...

  • Assembly Line Worker

    1 month ago


    Waterlooville, Hampshire, United Kingdom beBee Professionals Full time £22,000 - £28,000

    Production Operative Job DescriptionWe are seeking a skilled and detail-oriented Production Operative to join our manufacturing team in Waterlooville, United Kingdom.Key Responsibilities:Operate machinery and equipment safely and efficiently to meet production targets.Assemble products according to company specifications, ensuring high-quality...


  • Waterlooville, Hampshire, United Kingdom Hays Specialist Recruitment Limited Full time

    Job Summary: We are seeking an experienced Executive Support Officer to join our team at Hays Specialist Recruitment Limited. The successful candidate will be responsible for providing administrative support to various departments, including staff management, inbox and phone line management, and calendar and diary management.Key Responsibilities:•...


  • Waterlooville, Hampshire, United Kingdom Amour Recruitment Full time

    Job Title: Triage EngineerJob Summary:We are seeking a skilled Triage Engineer to join our client's IT team in Waterlooville. As a Triage Engineer, you will be responsible for supporting a busy IT helpdesk, triaging support tickets, and providing first-line support to customers.Key Responsibilities:Ticket Management: Manage and prioritize support tickets,...


  • Waterlooville, Hampshire, United Kingdom Amour Recruitment Full time

    Job Title: Triage EngineerJob Summary:We are seeking a skilled Triage Engineer to join our client's IT team in Waterlooville. As a Triage Engineer, you will be responsible for supporting a busy IT helpdesk, triaging support tickets, and providing first-line support to customers.Key Responsibilities:Ticket Management: Manage and prioritize support tickets,...


  • Waterlooville, Hampshire, United Kingdom GSL Education Full time

    Behaviour Support Assistant Job DescriptionGSL Education is seeking a compassionate and caring Behaviour Support Assistant to join our team at a specialist secondary school in Waterlooville.Key Responsibilities:Maintain a calm and purposeful learning environment, ensuring the well-being of pupils with moderate learning difficulties.Develop strategies to...


  • Waterlooville, Hampshire, United Kingdom GSL Education Full time

    Behaviour Support Assistant Job DescriptionGSL Education is seeking a compassionate and caring Behaviour Support Assistant to join our team at a specialist secondary school in Waterlooville.Key Responsibilities:Maintain a calm and purposeful learning environment, ensuring the well-being of pupils with moderate learning difficulties.Develop strategies to...


  • Waterlooville, Hampshire, United Kingdom GSL Education Full time

    Behaviour Support Assistant Job DescriptionGSL Education is seeking a compassionate and caring Behaviour Support Assistant to join our team at a specialist secondary school in Waterlooville.Key Responsibilities:Maintain a calm and purposeful learning environment, ensuring the well-being of pupils with moderate learning difficulties.Develop strategies to...


  • Waterlooville, Hampshire, United Kingdom GSL Education Full time

    Behaviour Support Assistant Job DescriptionGSL Education is seeking a compassionate and caring Behaviour Support Assistant to join our team at a specialist secondary school in Waterlooville.Key Responsibilities:Maintain a calm and purposeful learning environment, ensuring the well-being of pupils with moderate learning difficulties.Develop strategies to...