2nd Line Engineer MSP

Position: 2nd Line EngineerLocation: AbingdonSalary: 37k Benefits25+ Days Holiday and rising (plus bank holidays)Flexible working (WFH incentives)Bupa Cash PlanElectric Vehicle SchemeCycle SchemeDiscounted Gym MembershipPaid Charity DayCar ParkingWork for one of the UK''s leading technology specialists, proudly recognised as aWorld Class Place to Work by Best Companies, a nationally respected benchmark foremployee engagement and workplace excellence. They were also ranked as the Technology Company to Work For in the UK, reflecting culture, our people, andour commitment to being an employer of choice.Primary Purpose:The Tier 2 team are tasked with supporting, investigating, and resolving our MSP client''s IT-related systems and making sure all issues are dealt with in a timely fashion. Key ResponsibilitiesBeing the first point of contact for all incoming support calls, emails, and sessions - when necessaryBeing an escalation point for all escalations coming from apprentice, and Tier 1 engineersEnsuring all forms of support call are logged in the system and the client is kept updatedManage incidents and request tickets ensuring established SLAs are metProviding support to our clientsHelp the Tier 2 Manager with continued business improvementsProvide support to the apprentice, and Tier 1 engineersManage/Maintain all escalations from the apprentice, and Tier 1 engineersCommunicate daily to clients with open ticketsManaging the client''s expectations with ongoing ticketsEnsure ..... full job details .....