2nd Line Support Engineer

In this hands-on role, I expect you to diagnose and resolve advanced technical issues related to hardware, software, networks, and user accounts. You will provide clear and effective communication to users, ensuring they are kept informed about the progress of their issues. You will log and manage tickets within our service management system, ensuring all information is accurately recorded. Your duties will also include monitoring systems, performing repairs, upgrades, installations, and other routine tasks. As the first point of contact for customers both in person and remotely, you will log and resolve calls using set procedures. Additionally, you will liaise with partners and third-party companies to resolve client issues and maintain accurate technical/handover documentation and user records. Visiting client sites to troubleshoot and resolve faults or service outages will also be part of your responsibilities, and you will be expected to follow ITIL best practices and contribute to continuous improvement initiatives.