2nd Line Technical Support Engineer
Location
Uxbridge, Greater London | United Kingdom
Job description
2nd Line Technical Support Engineer - Up to £32.5k per annum - Uxbridge hybrid available
Do you have experience in 2nd line support?
Do you have good communication skills?
Do you pride yourself on your problem solving skills?
Do you have a full UK driving license?
I f you answered yes, then we may have the role for you!
An opportunity his arisen for a 2nd Line Technical Support Engineer, working in our IT team based in Uxbridge. The Technical Engineer is responsible for accepting escalations to existing Incidents and Changes from the 1st line team. They will be responsible for problem resolution and project work. Much of the work required of this position requires deep dive investigations into infrastructure solutions; owning escalations, problems and projects from an early stage through to completion whilst bearing SLA targets in mind.
As the second line escalation point for all IT support queries you will work with the first line support team and over 1000 users to maintain and monitor IT systems including remote working solutions, and understand and resolve technical issues in a prompt and professional manner. This is a fast paced environment in which no two days are the same.
Responsibilities & Duties
- Answer either first line support or end user software or hardware queries via email, phone or face to face
- Work with first line support staff or end user to resolution or escalate to third line support as and when necessary
- Work with the IT Management team and support team to ensure recurring technical issues are addressed
- Update the ticketing system, ensuring notes, progress and required actions have been input promptly
- Visit APCOA sites and 3rd Party sites to fix / resolve technical issues
- Desktop / Laptop Hardware experience and liaise with APCOA remote sites assisting on Network / ADSL issues
- Able to learn, comprehend and run 3rd Party tools / applications
- Comfortable around IT cable infrastructure where they are able to diagnose issues or setup new sites
Skills / Experience / Qualifications
- Prior experience within second-line technical product or service focused support role
- Ability to problem solve within a technical environment
- Strong customer service approach and team player
- Strong work ethic and ability to work in dynamic work environment
- Understanding of Active Directory, Exchange Administration, Sharepoint and Windows 10/11 & Server O/S
- Understanding of Networking principles – LAN / WAN
- Proactive and checking with 3rd parties for updates, and chasing where necessary
- Experience in imaging Software (Acronis)
Ideally this role would suit an
experienced 1st Line Engineer who is looking to take the next step in their career.
Does this sound like what you have been looking for? Click "apply" t oday and one of our team will be in touch soon!
Travelling to APCOA sites around the UK & Ireland may be required, so having your own transport and a Driving Licence is a essential. You must be able to work some Weekends (approx. 1 in 5) on a rota system in a pool of APCOA Engineers.
We are focused on ensuring APCOA is a fair place to work regardless of age, race, gender, sexuality or level in the organisation. We offer a motivating work environment where successes are shared. With challenging projects and an atmosphere of fostering and support, staff have the development opportunities to fulfil their potential while aiming for excellence in their work.
Job tags
Salary
£32.5k per annum
