2nd Line Infrastructure Engineer

About the role

To provide second-line technical support across end-user computing, business application and infrastructure environments, acting as the primary escalation point for issues that cannot be resolved at first line level.

Job responsibilities

• Triage infrastructure alerts and incidents across servers, networks, Wi-Fi, connectivity, cloud services, backups and site technology.
• Support the restoration of services during major or business-critical incidents, assisting with technical investigation, user communication and incident coordination.
• Provide initial technical triage for incidents affecting business-critical applications, identifying impacted users, functions, sites and overall business impact.
• Reproduce application issues where possible and capture detailed diagnostic information, including error messages, screenshots, timestamps, affected transactions and relevant user details.
• Log and manage application support cases with internal technical teams and external suppliers, ensuring incidents are supported by accurate and comprehensive technical evidence.
• Maintain ownership of escalated application incidents through to resolution, coordinating communication between end users, suppliers and internal stakeholders.

Knowledge, Skills & Experience

• Experience taking ownership of incidents and service requests through to resolution.
• Practical knowledge of Windows 10/11, Microsoft 365 administration, Active Directory and Microsoft Entra ID.
• Experience building, configuring, deploying and supporting laptops, desktops, mobile devices, printers and peripherals.
• Working knowledge of endpoint management, software deployment, patching and device security controls.
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, LAN, Wi-Fi and VPN troubleshooting.
• Experience performing initial triage of server, network, connectivity, backup or other infrastructure-related incidents.
• Ability to gather and clearly document technical evidence, business impact, reproduction steps and troubleshooting completed.
• Experience using an ITSM platform and working to Incident, Request, Change, Problem and SLA processes.
• Strong understanding of IT security principles, access control and the safe handling of company data.

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