1st/2nd Line Support Engineer
1st/2nd Line IT Support Engineer
Salary - £28,000 - £32,000
Location - UK-wide 100% remote working (must be a UK resident)
An industry leading software house is looking for a 1st/2nd Line Support Engineer to join the team at an exciting time of transfirnation and change.
Below are the responsibilities:
- Acting as a first point of contact for incoming customer support cases and ensuring customers are responded to promptly and professionally
- Managing and progressing support cases, including ownership of issues through to resolution where appropriate
- Gathering diagnostic information and log files and performing initial technical analysis
- Resolving entry-level and intermediate technical issues using documentation, knowledge base articles, and guidance from senior engineers
- Clearly explaining issues and potential solutions to customers in a professional and approachable manner
- Escalating complex or unresolved cases to Level 2 / Level 3 support with well-documented findings
- Maintaining accurate case notes in the support ticketing system
- Assisting with testing of new software releases and pre-release builds
- Participating in the out-of-hours on-call rota for 24x7 support (currently approximately 1 week in 8; full training provided)
Experience required:
- Windows and/or Linux operating systems
- Virtualisation technologies (VMware, Hyper-V, etc.)
- Backup, recovery, or storage concepts
- Networking fundamentals (DNS, TCP/IP, firewalls)
- Working with logs and basic troubleshooting tools
This is a customer facing role so excellent communication skills are required.
Please apply for a confidential chat.