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2nd Line Engineer

2 weeks ago

Nottingham, United Kingdom Jigsaw 24 Full time

The 2nd Line Engineer supports our customers, handling incidents and requests escalated by the 1st line team as well as proactive tasks which contribute to the efficient and effective management of our customer’s IT concerns.

The role is based in Nottingham and will require working to a rota (7.5 hour shifts within the hours of 8.30am and 6.00pm, Monday to Friday). Some occasional travel may be required in addition to participating on rota for an out of hours on-call duty, covering,and including bank holidays.

There is an expectation to pursue one’s own development objectives via self-study, keeping abreast of current technology and research as appropriate, as well as undertake any training required for the role

**Education, skills, knowledge and experience**:

- Use of customer soft skills; Empathise with users, display active listening skills, polite and friendly telephone manner
- Managing successful delivery and stakeholder expectations, whilst working in a fast-paced environment and to tight deadlines, budgets and resources
- Articulate, methodical, numerate and literate
- Experienced with Incident and Service Request handling
- Demonstrable knowledge of all leading Apple and Microsoft products
- Technical support knowledge of Apple and Microsoft OS products
- Technical support knowledge of Networking solutions
- Technical support knowledge of Remote monitoring and management solutions
- Technical support knowledge of various Microsoft products including AD, Azure, 365
- Capable of administering Microsoft Windows Active Directory/System Centre components
- Desirable Qualifications (or commitment to working towards)
- MCSA
- Jamf Certified Admin (Jamf 300) preferred
- ITIL Foundation v3/v4
- Network support experience.

We’re a passionate commercial organisation, so we’re always on the lookout for hungry people who want to realise their potential. It’s not just about filling existing vacancies - it’s about what you can achieve. As a business, we never stand still. Neitherdo our staff. In fact, we encourage them to follow their own path and help us improve how we all work.

From our office decor to the flexible benefits, we give our employees, we try to foster an inspiring, collaborative environment that makes everybody feel welcome. And as we continue to grow, we’re determined to hold true to our values and make sure everyonestays on board. We’ll never put profit ahead of our responsibilities, and we’ll always provide the same personalised service our customers love - no matter how big we grow. Ever since we started trading, our culture has been based on delivering great customerservices and providing solutions based on technical excellence.

We’re open to change and new ideas. Reducing our impact on the environment and taking care of our staff will always be in our minds as we continue to develop and expand. It’s why we’re conservative with our economics, but liberal with our attitudes.

Our team mean everything to us, so we put them first. We respect each person as an individual to create an inclusive, supportive atmosphere that feels like a family. We celebrate the successes of our colleagues, both within the company and outside it, whilesharing our knowledge to help others grow as people. And when something goes wrong, we work together as a team to put it right quickly.