The Company
We provide quality IT support services, IT consultancy for the last 2 decades for companies in and outside of London. We are setting the industry-recognised benchmark for managed IT services within dynamic, 24x7 industries - we became finalists in the prestigious SDI Competition.
Job Overview
We are looking for experienced First Line and also Second Line engineers to join our successful team. As we are growing at the moment it is going to be fast paced and demanding role for both roles, with great career opportunities, training and an outstanding team as reward.
The 1st Line Support Engineer role is vital to timely deliver quality technical support to our clients. This requires knowledge of both the software and hardware we support, impeccable communications skills and reliability. The person fulfilling this role must be an ambassador for the company, clients and the team. They are responsible for logging tickets , solving assigned issues, and providing excellent customer experience at all times. The successful candidate must have outstanding customer service and communication skills.
The 2nd Line Support Engineer role lends a more experienced and knowledgeable element to day-to-day support. 2nd Line support is responsible for assisting 1st Line Support Engineers in solving technical problems and investigating escalated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues.
The second line engineers are accountable for setting the internal standards in delivery, record keeping, reliability and time management.
Responsibilities of Second line engineer
Provide excellent customer experience at all times.

Respond efficiently to support requests coming from all channels.
Accurately classify and log tickets using our internal ticketing system.
Provide an effective and proactive escalation point for 1st Line Support team and any other channel as directed by management.
Provide 1st line support as and when required.
Provide on-site support as required in order to resolve client issues.
Take time to review user and ticket history before attending to any escalated request.
Deal with 2nd line assigned tickets, providing assistance over the phone or email.
Escalate as and when required using internal guidelines.
Liaise with partners and third parties companies to resolve client’s issues.
Conduct personal queue and ticket triage
Ensure all alerts from our proactive tools are actioned within the agreed SLAs.

We are looking for experienced Engineer for both roles, meaning at least 2-3 years of experience and a high and varied range of IT knowledge.

To be considered for the role please apply by filling the online test provided with this advert or on the company website. This is the only way to be considered for the role.