2nd Line Engineer MSP

Position: 2 Line Engineer Location: Abingdon Salary: £37k Benefits 25+ Days Holiday and rising (plus bank holidays) Flexible working (WFH incentives) Bupa Cash Plan Electric Vehicle Scheme Cycle Scheme Discounted Gym Membership Paid Charity Day Car Parking Work 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 Responsibilities Being the first point of contact for all incoming support calls, emails, and sessions - when necessary Being an escalation point for all escalations coming from apprentice, and Tier 1 engineers Ensuring all forms of support call are logged in the system and the client is kept updated Manage incidents and request tickets ensuring established SLAs are met Providing support to our clients Help the Tier 2 Manager with continued business improvements Provide support to the apprentice, and Tier 1 engineers Manage/Maintain all escalations from the apprentice, and Tier 1 engineers Communicate daily to clients with open tickets Managing the client''s expectations ..... full job details .....