Second Line Modern Workplace Engineer

As a vital member of our Service Desk team, you will manage incidents from customers and our hosted environment on a priority basis, ensuring the highest standards of professionalism and skill to resolve issues efficiently. You will keep customers and involved parties updated on incident progress using phone communication or our service desk ITSM application, ConnectWise Manage, in alignment with SLAs. You will provide your expertise to troubleshoot technical issues raised by our monitoring platform or customer engagement, and either resolve these issues or escalate to 3rd Line engineers, where you will assist in the resolution process and continue to develop your skill set. Moreover, you will act as a knowledgeable point of technical escalation for our Customer Success Managers, helping them break down technical matters into clear communication for non-technical stakeholders. You will manage long-standing or repeat incidents under ITIL problem management processes to ensure the reliability of our customer environments and support our customers through planned release management processes. Additionally, you will align to the on-call rota as an escalation engineer to support our customers outside of standard business hours on a 1-week-in-4 rota.