As a 2nd Line IT Support Engineer, you will be a part of the company’s expanding operations and a key member of our Response Team supporting our clients SaaS platform. You will play a crucial role in providing efficient and technical assistance to end-users. Your primary responsibilities will involve diagnosing and resolving complex technical issues that cannot be addressed by first-line support. 

Main duties and responsibilities

• Troubleshooting and issue resolution: Responding to escalated technical inquiries from first-line support or end-users, identifying and diagnosing complex IT-related issues. Utilising your expertise and problem-solving skills to resolve these problems promptly and efficiently. 
• Incident management: Taking ownership of IT incidents, service requests, and problems escalated to the second line of support. Tracking and managing these incidents through to resolution while adhering to established service level agreements (SLAs). 
• Technical support: Providing guidance and support to first-line support personnel, sharing your knowledge and expertise to assist them in resolving more complex technical issues.
• Collaborating with other IT teams, such as network administrators and system administrators, to achieve swift problem resolution. 
• User training: Conducting training sessions or workshops for end-users, helping them understand common technical issues, best practices, and how to utilize various IT resources effectively. 
• Hardware and software maintenance: Coordinating with vendors and third-party providers to facilitate hardware repairs or replacements. Installing and configuring software applications and update licenses as needed. 
• Performance monitoring: Monitoring system performance and proactively identify potential issues to prevent downtime and optimising IT resources. 
• First and second line IT support for all internal end users.
• System configuration and administration: Assisting in configuring and maintaining computer systems, servers, and network devices. Implement updates and patches as required and ensure that all systems are up to date and secure.? 
• Documentation and knowledge sharing: Creating and maintaining detailed documentation of technical procedures, troubleshooting steps, and known issues. Sharing this knowledge with the IT Team to enhance overall support capabilities.? 
• Hardware and software maintenance: Coordinating with vendors and third-party providers to facilitate hardware repairs or replacements. Install and configure software applications and update licenses as needed.? 
• IT security: Collaborating with the IT Security Team to identify and address security vulnerabilities, ensuring that systems and data remain protected from potential threats.? 
• Liaising with DevOps and the Engineering Teams to troubleshoot issues and ensure that IT infrastructure is aligned with internal DevOps functions. 
• On-Call Support: Participating in a weekly on-call rotation to provide after-hours support and address critical IT issues as they arise. 

Skills and Experience

• Strong experience in solving technical issues (preferably working in IT support, application support or software support).
• Evidence of problem solving across multiple technologies (for example supporting different platforms, different apps, etc).
• Ability to demonstrate speed of response - experience of working in a high-volume environment, dealing with 20-50 tickets per day. 
• Excellent telephone manner, experience working with customers on the phone. 
• Ability to work autonomously preferable. 

TMM Recruitment INDIT

Email:it_team@tmmrecruitment.com