2nd Line Engineer - Northampton

Overview

In this role you will provide second-line technical support to customers and act as a bridge to the Service Desk and field teams. You will handle incidents and requests with emphasis on fast resolution and quality service, while developing documentation and supporting service improvements. The position offers hybrid working and exposure to a range of enterprise technologies within a collaborative service team.

Pay / Benefits

• Hybrid Working (3 days in / up to 2 days remote)
• Competitive Salary
• Location near Northampton centre
• Top of the range technology in office and home
• Subsidised health care/medical benefits
• Annual Leave 25-30 days + BH + optional 2 weeks unpaid

Responsibilities

• Provide 2nd line technical support for customers, on- and off-site
• Prioritize and manage incoming incidents to meet SLAs
• Collaborate with 1st/2nd line support and field engineers to maintain strong communications
• Provide technical guidance to helpdesk and field teams
• Maintain customer infrastructure and service documentation
• Support change control processes and ensure proper testing and sign-off
• Assist in training service desk staff and engineers
• Contribute to internal planning and project support
• Keep up-to-date with new technologies and identify improvement opportunities
• Undertake duties as required by the service team management

Key requirements

• Excellent customer communication skills
• Proactive, self-driven work style
• Strong written reporting and documentation skills
• Minimum 2 years in a role supporting servers, networks, printers, PCs and applications
• Experience with Microsoft front-/backend products; antivirus and backup platforms
• Desirable: Citrix, VMware, Cisco; relevant peripheral hardware experience
• Industry certifications desirable (e.g., MS102, AZ104, CCNA, Server+ V5)
• Ability to work in a team and on own initiative
• Experience with change control and incident documentation

• customer focus
• team collaboration
• proactive problem-solving
• Microsoft front-/backend products
• antivirus and backup platforms
• Citrix