Technical Support Engineer (2nd line)
Leeds (hybrid, one day a month onsite)
£25,000-£29,000 + bonus
I'm working with a leading in-house technology team who are looking to add a 2nd line technical support engineer to their growing SaaS company.
The role pivots around 2nd line support for their internal customers, diagnosing and resolving technical issues and escalating where appropriate.
It's an established well trained team with quick promotional prospects and a great benefits package that includes 30 days holiday and a 20% bonus.
The role would suit a 2nd line support engineer with experience of Microsoft products: 365, windows, active directory and laptops.
Responsibilities:
- Resolve all incident, problem and request tickets that are logged through the Service
- Desk.
- Onboard new starters and off board leavers, from an IT perspective.
- Onsite and remote laptop / mobile device support and troubleshooting.
- Software, hardware, and peripheral support.
- Mentor and train colleagues within the immediate team and wider business.
- Troubleshoot and information gathering for 3rd line escalation.
- Highlight possible service improvements.
- Provide out of hours support including participation in an on-call/stand-by rota.
Key skills:
- Experience working in a second line support role.
- Experience of using an IT Service Management Toolset.
- Strong communication skills
- The ability to provide 2nd line support in the following areas:
Microsoft Office 365.
Windows 10 and 11.
Laptops (Windows and MAC OS) and mobile devices (iOS).
Active Directory/Azure Active Directory.
Benefits:
- 20% bonus
- 30 days holiday
- 6% pension
- Training and support
If you're a 2nd line technical support engineer and feel like you could bring some value to this role, apply with a copy of your CV or reach out direct to Ben Greensmith
