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2nd Line Support Engineer


Job reference - 399

Location - Greenwich, London

Salary - £34,500 + £1,000 on-call allowance

Job type - Permanent

Working Hours - Mon - Fri (09:00 - 17:30)

This role offers hybrid working but you will need to be based within commuting distance of SE10 London.


A fantastic opportunity has become available for a 2nd Line Support Engineer to join a rapidly growing business, based in London.


Key skills required for a 2nd Line Support Engineer:

  • Experience working in a 2nd Line Support Engineer position.

  • Expert working knowledge of cloud-based technology products such as Microsoft 365, Azure, Active directory, Teams, SharePoint, CRM.

  • Extensive experience in efficiently managing ticket queues, SLAs and escalations.

  • Ability to speak confidently to both technical and business users and turn customer issues into satisfactory resolutions.

  • Extensive experience with service desk, remote support applications and endpoint management tools.

  • Strong problem-solving skills with the ability to think creatively as well as logically for prompt resolutions.

  • Strong written and verbal communication as well as interpersonal skills, with a proven track record of delivering high-quality customer service.

  • Proficient working knowledge of computer hardware, networking, and cyber security.

  • High-level understanding of ITIL, with experience of supporting users and following processes in accordance to ITIL best practices

  • Extensive experience managing assets in a CMDB, in accordance with asset management processes and procedures

Key responsibilities for a 2nd Line Support Engineer:

  • Managing incoming tickets, triaging and prioritising as appropriate, providing the customer with a first-class experience.

  • Ensuring you are supporting users in accordance to the service level agreements and communicating key updates.

  • Take lead in maintaining and ensuring the quality of all documentation, processes, and knowledge base articles relating to the service desk support.

  • Attending daily Scrum meetings to highlight any support issues with the IT Operations team.

  • Salesforce Administration experience would be useful.

  • Fresh Service, Zoho Assist & JIRA experience would be highly beneficial.

  • Delivering projects and tasks to improve service offerings


So, if you are a 2nd Line support engineer looking to join a supportive organisation where everyone helps each other to learn and develop skills, then please apply now.

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