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2nd Line Engineer
- glasgow, scotland, United Kingdom
- Job type not listed
- £35 - £40 Per Hour
Job Description
2nd Line Engineer | £35,000 - £40,000 | Hybrid | Glasgow based
About the role
As a Level 2 Engineer you will take ownership of diagnosing, troubleshooting, and resolving technical incidents escalated from the 1st Line team. This includes investigating complex issues across on-premise infrastructure such as networking and servers, as well as cloud environments.
Job responsibilities
- Take ownership of technical incidents escalated from 1st Line Support and work them through to resolution.
- Investigate and troubleshoot issues involving servers, networks, desktops and cloud services.
- Work within agreed customer SLAs and ensure incidents are progressed appropriately.
- Keep customers informed throughout the lifecycle of incidents and change requests.
- Use remote support and diagnostic tools to investigate and resolve technical problems.
- Provide clear and accurate updates within the company's ticketing platform.
- Maintain detailed technical documentation and contribute to the internal knowledge base.
- Provide technical assistance and act as an escalation point for Service Desk Agents, apprentices and junior 2nd Line Engineers.
- Support the onboarding and development of new 2nd Line team members when required, including acting as a buddy during their induction.
Knowledge, Skills & Experience
- Supporting and maintaining on-premises server infrastructure.
- Diagnosing and resolving networking issues.
- Managing and troubleshooting networked environments.
- Microsoft desktop technologies and end-user support.
- Cloud platforms and cloud-based services.
- Virtualisation technologies.
- Microsoft Exchange and Microsoft 365 / Office 365.
- Firewalls and firewall technologies.
- Antivirus and other endpoint/security technologies.
- Cloud-based backup platforms.
- Providing remote technical support to customers.
- 25 days annual leave + public holidays, rising with length of service
- Employee benefits trust
- Company bonus scheme
- Healthcare and cash plan
- Cycle to work scheme
- Paid CSR Days
- Company sick pay and income protection cover
- Discounted gym membership