2nd Line IT Support Engineer

As our 2nd Line IT Support Engineer, I will be accountable for providing 2nd line support in person and remotely to our internal customers. Additionally, I will be responsible for: - Resolving escalated queries and help requests from 1st Line Support Engineers in accordance with 2nd Line SLAs defined by the Head of IT. - Maintaining regular communication with peers and colleagues, identifying process and service improvements, and working with the Head of IT to implement change. - Analyzing the results of system tests and suggesting action plans to prevent loss of business hours and implement efficiencies. I will also provide advanced reports and suggest action options based on my end-user experience. - Reacting to and prioritizing infrastructure, network, and service stability across all areas and reducing the number of problematic assets. I will provide detailed reports and maintain a log of proposed or actioned works. - Performing end-user system tests, troubleshooting issues, and performing necessary repairs on client devices, including updating firmware, OS, and security to reduce downtime and service interruptions. - Supporting the Head of IT with the successful implementation of new software, hardware, and ad-hoc project developments.