2nd Line Support

2nd Line IT Support Engineer

Location: Newport, South Wales and Bristol

Salary: Up to £30,000 + Benefits

Sector: IT Support

Job Description

We are currently working with an exciting client seeking a highly motivated individual to join their dynamic team. This fast-moving company offers a fun, collaborative environment, and they are looking for someone who can provide exceptional 2nd line IT support.

In this role, you will join a small support desk responsible for delivering top-tier service to over 1,500 customers. You'll manage inbound cases via phone and email, troubleshoot issues, and provide root cause analysis remotely. As part of the 2nd line support team, you will handle escalations from 1st line support and work on database administration, software upgrades, and system troubleshooting.

Main Responsibilities

Handle escalations and support the 1st line team with more complex cases.

Maintain case notes on the internal CRM system.

Collaborate with team members to communicate and escalate issues.

Diagnose and troubleshoot customer problems proactively.

Provide 2nd line expertise on specific product areas, including 3rd party API links.

Remotely upgrade customer sites.

Skills & Knowledge

A customer-first attitude with a passion for delivering excellent service.

Experience with MS SQL.

Strong telephone manners and communication skills (both written and verbal).

High level of organisational skills.

Solid understanding of Windows OS, Windows services, and networking principles (DHCP, routing, wireless 802.11).

Experience troubleshooting PoS hardware, printers, and handheld devices.

Familiarity with software such as MS Office and VNC for remote control.

Benefits

Salary of up to £26,000 per annum depending on experience.

23 days of holiday per year, increasing annually after 2 years, up to 30 days.

10% pension (5% employee contribution, 5% employer contribution).

Your birthday off.

Access to Techscheme and Cyclescheme for interest-free loans on tech and cycling gear.

24/7 access to an Employee Assistance Programme for personal and professional support.

Fun team days and social events throughout the year, including summer and Christmas parties.

Free onsite parking at offices located near the M4 corridor, close to the scenic Welsh countryside.

This is a fantastic opportunity for someone looking to develop their career within a friendly and supportive team while delivering a high standard of IT support.