2nd Line Support Engineer

As a 2nd Line Support Engineer, you will play a crucial role in providing technical support and maintaining our company’s IT infrastructure. You will be responsible for assisting end-users with IT-related issues, troubleshooting software and hardware problems, and ensuring that all incidents and service requests are resolved in a timely and efficient manner.

Responsibilities:

• Provide second-line technical support via phone, email, and in-person to end-users, resolving complex technical issues efficiently.
• Analyze and troubleshoot hardware, software, and network-related problems.
• Escalate unresolved issues to the appropriate IT teams and ensure timely resolution.
• Document and maintain accurate records of all incidents, service requests, and solutions provided.
• Collaborate with the IT team to develop and implement solutions, system enhancements, and process improvements.
• Ensure compliance with company policies, procedures, and security protocols.
• Assist in the deployment and maintenance of IT infrastructure and equipment.
• Conduct regular user training sessions to enhance end-user knowledge and productivity.
• Stay up-to-date with industry trends, new technologies, and best practices related to IT service management.

Requirements:

• Proven experience as a 2nd Line Support Engineer or similar role.
• Strong technical knowledge of Windows operating systems, Microsoft Office Suite, and various hardware components.
• Excellent troubleshooting and problem-solving skills.
• Familiarity with remote support tools and ticketing systems.
• Knowledge of Active Directory, Group Policy, and network protocols.
• Ability to communicate effectively with technical and non-technical individuals.
• Exceptional customer service and interpersonal skills.
• Strong organizational skills and ability to prioritize tasks in a fast-paced environment.
• IT certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation would be advantageous.
• Bachelor’s degree in Information Technology or a related field (preferred).

Join my clients team and enjoy a challenging and rewarding career with opportunities for professional growth and development. We offer a competitive salary, comprehensive benefits package, and a supportive work environment.