2nd Line Support Engineer - South East London

- Act as the initial point of contact for incoming support calls, emails, and remote sessions when required. - Serve as an escalation point for Apprentices and Tier 1 Engineers. - Log all support interactions accurately and maintain timely client updates. - Manage incidents and service requests, ensuring SLAs are consistently achieved. - Provide high-quality technical support to clients across a range of technologies. - Assist the Tier 2 Manager with ongoing service and process improvements. - Oversee and manage escalations from junior team members. - Maintain daily communication with clients regarding active tickets. - Proactively manage client expectations and escalate issues when necessary. - Work with third-party vendors and suppliers as appropriate. - Ensure compliance with company policies and procedures. - Meet all role-related KPIs and performance standards. - Maintain and improve cloud infrastructure environments. - Draft and implement Requests for Change (RFCs). - Manage client onboarding and offboarding activities. - Keep all client documentation accurate and up to date. - Undertake other duties as needed to support business operations.