Harvey Nash
2nd Line Support Engineer
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Role: 2nd Line Support Engineer
Location: West Midlands
Salary: £28,000 - £32,000 DOE
Onsite for the first 3 months then Hybrid
I’m looking for an experienced 2nd Line Support Engineer to join an established IT services business, providing technical support to a range of corporate clients.
Responsibilities
As a Senior Support Engineer, you’ll be responsible for:
- Providing 1st and 2nd line technical support to clients.
- Managing and resolving tickets within agreed SLA targets.
- Acting as a technical escalation point for Helpdesk Analysts on more complex issues.
- Taking ownership of incidents from initial diagnosis through to resolution, keeping clients informed throughout.
- Acting as an SME (Subject Matter Expert) within your chosen client and technology areas.
- Providing technical advice, mentoring and support to Helpdesk Analysts to help develop their skills and competency.
- Supporting service delivery and ensuring a consistently high standard of technical resolution and customer service.
- Contributing ideas, knowledge and technical expertise to the wider team.
- Maintaining accurate and detailed records within service management and knowledge systems.
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Technical Skills
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We’re looking for solid hands-on experience with:
- Active Directory
- Group Policy
- Microsoft Exchange
- Microsoft 365 / Office 365
- Microsoft Office
- Backup & Storage Solutions
- Terminal Server
About You
Ideally, you’ll have 2 years within a technical helpdesk or customer-focused support environment, preferably within an MSP / IT services business.
If you are keen to develop your technical career then please apply!
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