2nd Line Support Engineer

Job Title: 2nd Line Support Engineer
Contract Type: Permanent
Location: Nottingham, Nottinghamshire
Salary: £21000.00 - £28000.00 per annum
Start Date: ASAP
Reference: BBBH21828_1581959253
Contact Name: Steph Hoffman
Contact Email:
Job Published: February 17, 2020 17:07

Job Description

An experienced 2nd line support engineer is required to support a diverse customer base and to ensure all incidents are managed and resolved to meet all customer SLA's and departmental KPI's through timely resolution and effective communication

Skills & Experience

  • Minimum 3 years experiencing working within an IT/Telephony Support role
  • Good Software skills including configuration and installation of Operating systems including server 2008 and 2012
  • Understanding of Network Technologies including TCP/IP DHCP, VLAN and various WAN technologies
  • Good knowledge of how the Internet works (HTTP/HTTPS and DNS)
  • Experience with Virtualisation (VM Ware, Hyper V and Virtual box)
  • Knowledge of SQL, Apache, IIS, Telecoms and experience working in/and supporting contact centers/Financial services would be advantageous

On a day to day basis, you will be:

  • Incident / Problem management ensuring all customer SLA's and departmental KPI's are achieved through the timely resolution and effective communication
  • Communicating effectively with Helpdesk Analysts to ensure they can communicate effectively and manage the customer experience
  • Detailed problem reproduction on support test labs
  • Working with the team to ensure daily case allocation is managed
  • Highlighting areas of risk as soon as they are apparent
  • Perform change management including raising RFC's
  • Input to problem management highlighting situations which may require further ongoing investigation or may be relating to multiple incidents
  • Development and management of knowledge base
  • Communicate effectively with Helpdesk Analysts to ensure they can successfully communicate with the customer