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2nd Line Support

  • Location:


  • Sector:


  • Job type:


  • Salary:

    £23000 - £25000 per annum

  • Contact:

    Rick McGhee

  • Contact email:

  • Contact phone:

    +44 (0)161 871 8811

  • Job ref:


  • Published:

    9 months ago

  • Expiry date:


  • Startdate:


One of the UK's leading Managed Service Providers is looking for a 2nd Line Support Engineer to join their team in Aberdeen on a permanent basis.

Main Duties and Responsibilites Required of the 2nd Line Support Engineer:

  •  To provide remote and desk side technical support to the “clients” user base to achieve fulfilment of incidents and requests of an IT nature
  •  The ability to communicate technical issues to a non-technical audience
  •  Incident Management of major incidents
  •  Keeping the knowledge base documents up to date 
  •  To record all incidents / changes within the clients ITSM tool
  •  Answer inbound phone calls where required
  •  Make outbound phone calls to users keeping them informed on a regular basis
  •  End to end ownership of all incident / change / service requests through to closure
  •  Third party co-ordination (internal / external)
  •  Ability to provide a positive technical support experience
  •  Build strong relationships through effective methods of communication
  •  Identify and work towards service improvements
  •  Assess, prioritise and manage workload ensuring team goals are achieved

Key Skills Required of the 2nd Line Support Engineer:

  •  3 Years working in IT Support (face to face or remote)
  • Good understanding of supporting Microsoft Server / Desktop technologies and associated suite of packages
  • Experience of Server / Workstation hardware (Build configuration and component replacement)
  • Android / iOS support
  • Microsoft domain infrastructure; Exchange, group policy, DNS, DHCP, Active Directory
  • Troubleshooting Experience
  •  Good Telephone Manner
  •  Ability to work under own initiative
  •  Full Clean UK Driving Licence (occasional UK travel) 
  •  Valid Passport (occasional European travel)
  •  A quick learner and willing to develop new skills using new tools and techniques
  •  Flexible, calm and approachable, ‘can do’ attitude
  •  Ability to operate within a team

The successful 2nd Line Support Engineer will be paid up to £25,000 per annum. If interested, please apply immediately.

We also offer up to £500 for successful referrals.