2nd Line Engineer
2nd Line Engineer, you will have responsibility for providing 2nd line technical support to internal Colleagues in the business, working closely with the Service Desk, and other technical teams, resolving IT related incidents, requests and queries on a day to day basis as necessary. You will be responsible for the resolution of more complex incidents and services requests within agreed Service Level Agreement (SLA) targets and may also be involved in leading (or participating in) projects associated with enhancing service provision or introducing new or upgraded technology. You will also be responsible for problem analysis and investigation, working within an ITIL aligned delivery framework.
As a 2nd Line Engineer, we are looking for someone to:
- Be accountable for managing the first and second line support queue professionally and efficiently, prioritizing and resolving calls in line with SLAs whilst maintaining a high degree of customer service
- Provide 1st and 2nd Line support for all Colleagues via phone, email, remote capability or face-to-face, undertaking in-depth diagnosis, escalating to 3rd Line support where applicable
- Be the technical escalation point, pro-actively supporting and mentoring 1st Line colleagues
- Participate in deployment and implementation of IT projects
- Identify opportunities for continual service improvement or change within the Service Desk, producing business cases to support them if/as necessary
- Manage the Service desk processes such as leavers, new starters and movers
Qualifications
Essential
- Experience in a 2nd Line support role
- Motivated, self-driven individual
- Excellent problem solving skills
- Track record of a positive approach to learning and development
- Ability to deliver to tight timescales and changing priorities
- Experience of working in an ITIL aligned environment
- Confident written and verbal communication skills
Desirable
- Experience of working in a highly regulated environment, ideally the Financial Services industry
- Microsoft MCSA Windows 10 or Windows server accreditation
- ITIL foundation certification
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