2nd Line Technical Support Engineer

CLOSED | 2nd Line Technical Support Engineer

Our client is an established IT company that focusses on delivering Broadband and Wi-Fi services to the leisure industry throughout the UK, utilising a business model that has established itself as an acknowledged leading provider in this sector. Due to continued growth, they are now seeking to recruit a 2nd Line Technical Support Engineer to enhance its technical operations commitment to B2B and B2C end-users. This is a full-time, permanent position based onsite in Harrogate.

As an experienced 2nd Line Technical Support Engineer you will be enthusiastic about providing an excellent customer experience, with an expectation on maintaining and improving service levels, suggesting improvements and coaching staff for high productivity and contributing to problem resolution by giving hands-on support to end users. The successful candidate with have the ability to work individually and as part of a team, heading up level 1 operatives and being a point of escalation for more complex issues, responding to information requests from customers, reacting to alerts from the Network Monitoring Systems and providing remote assistance to their on-site engineers.

2nd Line Technical Support Engineer – Key Responsibilities • Deliver a high level of technical support to all of our client’s customers and remotely assist infrastructure and DTV engineers on site • Provide day to day leadership, acting as a point of escalation for the level 1 operatives • Handling 2nd Line technical support cases/tickets from our client’s customers • Ensure that the Company’s SLAs are met in relation to service delivery and call handling • Report to management on any issues that are impacting negatively on the business

2nd Line Technical Support Engineer – Requirements An excellent understanding of the systems, being able to prioritise a heavy workload and to proactively identify and resolve potential issues. Utilising good organisation and time management skills with a working knowledge and understanding of: – • Wi-Fi standards and general wireless principles • SNMP protocol; • VPN and tunnelling technologies; and • Security protocols and firewalls • Service desk/technical support experience • Experience supporting or testing LAN’s, VLAN’s, WLAN’s, VPN’s, NAT devices and/or DHCP servers

As an experienced 2nd Line Level Technical Support Engineer, the successful candidate will likely have a network certificate in CCNA, CCNP, CWNA or Ubiquiti/Mikrotik certification. The 2nd Line Level Technical Support Engineer position offers a highly competitive basic salary plus benefits. This is a full-time, permanent position based onsite in Harrogate.