Peaple Talent
2nd Line IT Support Engineer
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Job Title: 2nd Line Engineer
Location: Portishead / Hybrid
Salary: up to £35,000
Peaple Talent have partnered with an established technology services business who are looking for a 2nd Line Engineer. This is a great opportunity to join a collaborative technical team, work across a range of customer environments and continue developing your technical skills within a supportive environment.
The Role:
- Act as an escalation point for the 1st Line team, taking ownership of more complex incidents and service requests through to resolution.
- Diagnose and resolve 2nd Line issues across a range of Microsoft and networking technologies, engaging with customers by phone, email, chat and service portal.
- Create, prioritise and progress tickets within the IT Service Management platform, maintaining accurate records and working within agreed SLAs.
- Identify when issues need to be escalated to 3rd Line, providing thorough handover notes and following standard operating procedures.
- Spot recurring issues and contribute to Problem Management, while building strong relationships with customers and supporting a high standard of service.
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The Candidate:
- Previous 2nd Line IT support experience, or strong 1st Line experience with the technical ability to step up into a 2nd Line position.
- Hands-on experience supporting and administering Microsoft technologies, with strong troubleshooting skills and a methodical approach to resolving incidents.
- Good working knowledge of Windows desktop operating systems, including build, configuration and administration.
- Understanding of network infrastructure, with clear communication skills and the ability to support both technical colleagues and non-technical customers.
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The Package:
- 25 days annual leave + employee perks scheme
- Hybrid and flexible working
- Life insurance, company pension and enhanced parental benefits
- Wellbeing package including 24/7 online GP, financial and legal support, plus eyecare vouchers
- Strong training and development opportunities, including access to training platforms and support towards Microsoft certifications
Interested? If you think you're right for this role, then click the 'Apply Now' button and send us your CV.
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