2nd Line Engineer

2nd Line Support Engineer - Coleshill (West Midlands) - Hybrid - £30,000 - £35,000

VIQU have partnered with a growing IT Managed Service provider based in Coleshill (West Midlands) that is looking to grow their technical support team due to growth and further investment. The successful support engineer will join a vibrant and talent team of 12 engineers whooperatewithin a collaborate environment. 

As the support engineer you will be troubleshooting issues with a wide range of customers - this will involve being in the office support remotelyand alsovisiting customer sites (mileage / expenses are paid). 

The new hire will need to be confident with a variety of technology including Office 365, Azure, Active Directory, Intune, PBX, Firewalls, routers, switches etc. 

Day to day responsibilities of the 2nd Line Support Engineer: 

• Manage ticketing system by ensuring all issues are logged accurately, and all relevant notes, progress updates, and actions are recordedin a timely manner. 

• Respond to Service Desk phone calls/tickets efficiently, prioritizing 2nd line issues and providing technical support to resolve user problems. 

• Handle escalations from 1st line technicians, taking ownership of more complex technical issues and ensuring quick resolution.