Vector Resourcing
2nd Line Support Engineer
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Our client is looking for a 2nd Line IT Support Engineer to resolve escalated user issues across Google Workspace, Windows devices and core workplace technology.
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You will own cases through to resolution, working with internal users, external customers and the wider IT team.
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This role is focused on dependable service delivery, clear case ownership and strengthening the capability of the 1st line team.
Responsibilities
- Own escalated support cases from diagnosis through to resolution, keeping users informed throughout.
- Diagnose and resolve 2nd line issues across Google Workspace applications, Windows devices, hardware, software and network connectivity.
- Prioritise incidents against agreed service levels and escalate cases to 3rd line with clear technical evidence when required.
- Investigate recurring issues and identify practical changes that reduce repeat incidents.
- Mentor 1st line colleagues, improving their troubleshooting approach and ability to resolve cases without escalation.
- Create and maintain technical documentation, troubleshooting guides and knowledge base articles.
- Collaborate with the wider IT team and provide 1st line cover when operational demand requires it.
- Participate in the out-of-hours on-call rota and respond to priority incidents within agreed timescales.
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