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2nd Line Support Engineer

  • Location:


  • Sector:


  • Job type:


  • Salary:

    £25000 - £30000 per annum

  • Contact:

    Rick McGhee

  • Contact email:

  • Contact phone:

    +44 (0)161 871 8811

  • Job ref:


  • Published:

    8 months ago

  • Expiry date:


  • Startdate:


One of Premier’s key clients is looking for a 2nd Line Support Engineer to join their team in Cheadle on a permanent basis.

Main Duties and Responsibilities Required of the 2nd Line Support Engineer:
  • Second line telephone & Remote Desktop technical support of in-house developed software, Server & PC hardware, Windows o/s etc.
  • Monitor all incoming customer support calls to the support desk, ensuring all calls are responded to promptly, response/resolutions times adhere to customer specific SLA’s and meet internal KPI’s.
  • Escalate appropriate incidents to 3rd line support/Customer Support Supervisor.
  • Maintain a knowledge base ensuring any repeat incidents are linked to ‘Known problems’ and monitor to ensure these are escalated to the Customer Support Manager.
  • Maintain a ‘Request for change’ database and monitor to highlight common and commercially advantageous RFC’s to the Customer Support Manager.
  • Management of engineer’s nationwide, daily organisation of tasks/jobs onsite and scheduling in any agreed maintenance dates at customer sites.
  • Assist with in-house build & test of customer systems and release to customer specific requirements following pre-determined technical notes.
  • Assist with technical User Acceptance Testing of developed software.
  • Creating and updating documentation to ensure that customer information is always up to date and any working procedures created/amended as required.
Key Skills Required of the 2nd Line Support Engineer:
  • At least 2 years proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician preferably within the assisted living or similar alarm receiving centre role sectors
  • Competent in building and configuring Windows Servers and Desktops, Linux is desirable
  • Excellent understanding of Router installation & VPN configuration and VoIP/SIP telephony
  • Familiarity with remote desktop support applications and help desk software, experience of Salesforce Service cloud desirable
  • Experience of Server & PC hardware and Windows Operating Systems and a strong understanding of networking
  • Experience with SQL Server and sound understanding of SQL DB structure and queries required
  • Excellent problem-solving and communication skills, both written and verbal with ability to transfer knowledge effectively.
  • Experience and preferably hold certification in Microsoft, Linux, Cisco or similar technologies
  • A well organised, self-starter, able to prioritise and multi-task
The successful 2nd Line Support Engineer will be paid up to £30,000 per annum.
If interested, please apply immediately. We also offer up to £500 for successful referrals.