Second Line Support Engineer

Location

Ilkley, West Yorkshire | United Kingdom

Job description

Second Line Support Engineer

We have a vacancy for an experienced Second Line Support Engineer to join our customer focussed Technical Support team.

If you’re a helpful people person with good communication skills, have a good grasp of technical understanding and the ability to work as part of a team, you could be just the Second Line Support Engineer we are looking for. You will be analysing and troubleshooting escalated incidents, ensuring satisfactory resolutions and happy customers. 

You’ll need to have plenty of energy, enthusiasm, and a passion for delivering a first-class customer experience. If this sounds like you, we would love to hear from you.

Key responsibilities of this role:

• Progress web filtering, firewall and VoIP cases for customers.
• Provide customer VPN setup and troubleshooting support.
• Onboarding new customers, including installations.
• Management of cases in line with defined service level targets.
• Troubleshooting technical issues.
• Providing technical and best practice advice to customers.
• Liaising with third party suppliers.
• Responding to system monitoring alerts.
• Providing excellent customer service.
• Occasional site visits to provide technical support or training.
• Mentoring and coaching 1st line engineers.

How we'll support you:

• Full structured training will be provided.
• Regular 1-1's with your line manager to review progress and provide support.
• Annual performance review.
• A friendly, welcoming and supportive culture.
• Development opportunities.

Working Environment

We offer hybrid working - with some days in the office and some days remote.

Our Support team core hours are 8.00 am - 6.00 pm Monday to Friday. Shift patterns are 08:00 am - 4.30 pm or 9.30 am - 6.00 pm with an hour lunch break.

Requirements

• Excellent troubleshooting skills.
• Ability to work effectively at all levels.
• Excellent communication skills, verbal and written.
• Good organisational skills and ability to multi-task.
• Strong understanding of Microsoft technologies.
• Good knowledge of networking, security, VoIP and broadband technologies.
• Good understanding of DNS
• Basic understanding of routing protocols.
• Experience of firewall configuration.
• Experience in supporting Fortinet technologies.
• Knowledge of web filtering technologies.

Benefits

• £25,000-£30,000, depending on experience
• Up to 25 days holiday per year plus Bank Holidays
• Christmas shopping day in December.
• Hybrid working.
• Company events.
• Company pension - 5% employer contribution
• Referral programme.
• Contractual sick pay.
• Employee Assistance Programme.
• Contractual maternity and paternity pay.
• Health Cash Plan.
• Non-work related training allowance.
• Volunteering day.
• Day off on your birthday.

Who we are

Schools Broadband, a division of Talk Straight Ltd, is now the leading provider of web filtering, safeguarding and security software for schools and multi academy trusts. We place safeguarding and security at the heart of everything we do and as such have received several awards from the Internet Service Providers Association for providing the best security in the country. We now protect over 2500 organisations against advanced cyber-attacks and keep nearly one million school children safe online with our unique cloud-based platform.

With steady year on year growth since our inception in 2007, we are a rapidly growing company with a talent pool of over 60 employees who we place at the centre of our success.

Equal Employment Opportunity

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position60

Job tags

Salary

£25k - £30k per annum