2nd Line Support Engineer

2nd Line Support EngineerProvide exemplary IT technical support to our internal colleagues whilst demonstrating excellent customer service.While the service offer is consistent across all our geographies, presence and accessibility are key. Understanding the challenges and opportunities that our colleagues experience will allow us to bespoke our approach to delivering technical support.Whilst not limited to this, the type of technical activities to be undertaken could be anything from assisting with the installation, monitoring, maintenance, support, security, integrity and optimisation of IT hardware, software, and communication systems within agreed service levels.Key duties and responsibilitiesEncompass line manager responsibilities for a group of 2nd line support analysts based in the South region. The role holder will therefore be expected to manage, inspire and develop a group of individuals to successfully deliver high quality regional 1st line support services, ensuring quality customer experience is maintained.Key to the delivery of support is the troubleshooting and resolution of 1st line technical issues, hardware and application support queries and requests. Only escalating to senior members of the Service Desk and third parties when a thorough triage and recreation of the issue has been undertaken. This role acts as a gatekeeper to ensure only necessary escalations occur and encouraging an "always learning" approach to minimise unnecessary delays to ticket ..... full job details .....