Position Summary
We are looking for a skilled Second Line Service Desk Engineer to provide advanced technical support, resolving escalated IT issues and assisting 1st Line Engineers to improve resolution rates. This role requires strong technical expertise, excellent communication, and a customer-focused approach to deliver high-quality support across diverse client environments.
Job Details
Onsite (Eastwood)Monday to Friday, 8 am – 5 pm UK Time | 3:00 PM – 12:00 AM (PHT)Will Follow UK Holidays
Key Responsibilities
Technical Support & Escalation
Provide second-line technical support across client environments via the helpdesk platform.
Diagnose and resolve complex IT issues escalated from first-line Engineers.
Collaborate with third-line Engineers and the broader IT team to ensure smooth issue resolution and appropriate escalation.
Act as a point of escalation for customer concerns, ensuring issues are fully resolved without impact on other systems.
Support application updates and upgrades, including participation in scheduled OOH periods as required.
Customer Service & Collaboration
Maintain exceptional customer service standards, keeping users informed with timely and professional communication.
Foster strong client relationships by delivering prompt, reliable support that meets IT requirements.
Guide and mentor first-line Engineers, helping to improve overall resolution rates.
Documentation & Knowledge Management
Log and update tickets accurately in Halo PSA, including detailed notes and time entries.
Create and maintain knowledge base articles for recurring issues.
Ensure tickets are escalated and resolved in accordance with service level agreements (SLAs).
Professional Development
Continuously upskill in relevant technologies, including Microsoft 365, AVD, and accountancy applications such as Sage Accounts and CCH.
Pursue certifications and deepen technical expertise to support career growth and team capability.
Qualifications & Skills
Strong analytical and problem-solving skills, able to troubleshoot complex technical issues effectively.
Previous experience in second-line IT support, ideally within a remote or distributed team environment.
Familiarity with ticketing systems and remote monitoring tools.
Nice to have: Experience with Datto RMM, Backupify, and Halo PSA.
Knowledge of Microsoft 365, virtual desktop environments (AVD), and accounting software (e.g., Sage, CCH) is desirable.
Excellent communication skills, able to explain technical issues clearly to both technical and non-technical users.
Strong organizational skills, able to manage multiple tasks and prioritize effectively.
Committed to meeting SLAs, including response times and resolution targets.
Self‑motivated, proactive, and eager to learn new technologies and pursue relevant certifications.
Willingness to participate in occasional out-of-hours support and IT maintenance tasks.
