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2nd Line Support Engineer

3 weeks ago

Crawley, United Kingdom Huntress Full time

**IT Service Desk - 2nd line Support Engineer**

**Salary: £25-30k DOE**

**Location: Crawley**

**About the role**

My client is an automotive retailer representing prestigious car brands, providing sales and after sales services. The role of the 2nd line Support Technician acts as an escalation to the 1st line Support technicians for issues that require additional technicalexpertise to resolve. The team will operate on a shift rotation pattern covering 5 days per week, from 7.30am to 6pm Monday to Friday.

**Key Responsibilities**
- Proactively support the 1st line support technicians in ensuring customer documentation, knowledge bases and initial diagnoses procedures are effective and fit for purpose
- Develop and implement a training program to continually improve the skill set of the 1st Line Support team
- Management & ownership of any P1 issues, including communication to customers, RCA, third party liaison
- Raise deficiencies in process and procedure with Service Delivery Manager as soon practicably possible
- Software patching and deployment
- System maintenance (both hardware and software)
- Application support - Custom and standard
- Network support - switches, firewalls, configuration
- Coverage of out of hours service on rotational basis

**Key skills**
- Strong customer service skills
- 2+ years' experience working in a similar role
- Technically confident in managing and supporting areas of technical specialism to both internal and external customers
- Professionalism and a courteous nature in managing customer service, expectation, and delivery

The role will suit a natural team-player who is passionate about technology and strives to further develop their skills. As a part of a small team, you will have a chance to work closely with and train under senior members of staff that put innovation andimprovement at the heart of all they do.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.