2nd line support engineer

JOB TITLE: 2nd Line Support Engineer SALARY: GBP26,000 - GBP32,400 BENEFITS: 32 days holiday (including bank holidays), Private medical Insurance, Pension Scheme + More LOCATION: Exeter / Hybrid (3 days in 2 days at home) Our client is looking for a 2nd Line Support Engineer to join an existing team of engineers. As a 2nd Line Engineer, you should be a good communicator who is friendly, patient, and happy engaging with customers of all levels while demonstrating professionalism. This is combined with a strong technical background and knowledge necessary for the delivery of 1st to 2nd Line support. JOB SPECIFICATION: 2nd Line Support Engineer You will prioritise and manage workload effectivity, ensuring customer satisfaction and meeting Service Level Agreements as well as meeting individual and team KPI rsquo;s for work completion. Provide a technical escalation point for 1st line team members and ensure technical escalations to 3rd Line are informative and precise. To ensure adherence to customer escalation procedures. Respond to escalated, complex and high impact issues within SLA. Establishing and maintaining excellent working relationships with all depts as well as 3rd parties. Assist in ensuring due diligence is given to security and backup procedures associated hardware/software, data, and Information systems. Responsibility to create knowledge articles for peer use and knowledge transfer between Service Desk levels. Provide training where necessary to all team members. Following company policies, procedures, and work instructions REQUIREMENTS: 2nd Line Support Engineer Ideally you would have undertaken formal technical training and study, with Certificates to support training and/or qualifications. bull; Exceptional Customer Service Skills. bull; Experience in an ITIL Service Desk. bull; Strong understanding of core systems including O365, Azure, Domain administration, bull; Understanding of LAN (Local Area Network) and WAN (Wide Area Network) technologies including, basic switching and routing, TCP/IP, DHCP, DNS, IP Addressing, VPN, Wireless, etc. bull; Excellent communication skills, both written and oral. KEYWORDS: 2nd Line, TCP/IP, DHCP, DNS, VPN, WAN/LAN, Azure