2nd line it support engineer

Role: 2nd Line IT Support Engineer Location: Blackburn, BB1 2FA – Office Based Contract: Full-Time Hours / Permanent Salary: £25,000 Bonus Scheme Company: EG Group About the Role… Our IT Department is expanding and we have an opportunity available for an 2nd Line IT Support Engineer! In this role you will be the first point of contact for IT support for our Head Office and sites. You will be responsible for logging, resolving and escalating support requests made via our ticketing system and answering / resolving phone calls made to the helpdesk. This is a telephone-based role that requires a high level of care and attention to detail. Duties Responsibilities Promptly deal with escalated issues from the first line team Diagnose and resolve complex technical issues related to hardware, software, and network systems. Support in the root cause identification and eradication activities Ensure that all incidents and requests are prioritised and dealt with within defined Service Levels Ensure that customers are provided with timely progress updates through the incident and request lifecycles Ensure the timely escalation of issues to IT Management where applicable Produce and publish relevant knowledge documentation outlining instructions, troubleshooting and resolution activities embracing a shift left culture. Contribute to the knowledge base to facilitate self-service support for first-line analysts and end-users Collaborate with third line teams to ensure prompt escalation and resolution of issues. Ensure that changes receive the relevant change approvals as applicable This list is not exhaustive and may be added to or amended from time to time Candidate Requirements Knowledge/experience of: AD, Windows, Office, Exchange Excellent Customer Service Skills Troubleshooting Diagnostic skills An analytical approach to problem solving Good interpersonal skills Adaptability Benefits Rewards Performance Based Bonus Scheme Employee Life Assurance EG Group Discounts - up to 15% off at our stores and food to go restaurants ASDA Discount Card – 10% off all ASDA stores EG Cares Benefits - exclusive discounts across 900 retailers Smart Health – 24/7 online GP access, health checks and health and wellbeing support Employee Assistance Programme – access to our Wellbeing Centre which offers emotional practical support including free financial advice Learning Development – access to our Learning Hub, the most extensive online course library in the world to support you with every step of your career at EG Group Waterside Café - freshly prepared meals at affordable prices Free Secure Car Parking Dress Down Fridays Flexi-Time Prayer and Ablution Facilities Sit / Stand Desk Facilities Work Anniversary Rewards Free Eye Test Who are EG Group? EG Group is one of the world’s leading independent convenience retailers with an extensive network of sites across international markets in the United Kingdom Ireland, Continental Europe, Australia and the United States of America. Founded in 2001 by the Issa family with the acquisition of a single site in the UK, today the company is at the forefront of delivering an innovative approach to forecourt convenience retail. At EG Group, we pride ourselves on being recognised for our investment model, trading performance and more importantly, providing a best-in-class customer experience in Grocery Merchandise, Foodservice and Fuel. Our transformational convenience retail business model has been built upon excellent relationships with an extensive portfolio of leading retail brands, and through strategic network acquisitions supported by a program of new-to-industry developments. Every day, our committed workforce tirelessly delivers our products and services to millions of customers alongside supporting the local communities in which we operate. Please note - the successful applicant will be subject to a DBS check which will be funded by EG Group.