2nd Line Support Engineer

DevOps, Networks & Cybersecurity
Job type
Cambridge (On-Site)
Job role

Our client, a leading technology company at the forefront of innovation, is seeking a skilled and customer-focused 2nd Line Support Engineer to join their dedicated team. As a trusted recruiter, we are excited to present this exceptional opportunity to candidates who possess a passion for technology and a strong commitment to delivering top-tier technical support.


Key Responsibilities:

  • Respond to customer inquiries via phone, email, and ticketing system with utmost professionalism and empathy.
  • Diagnose and troubleshoot intricate hardware and software problems, adhering to established procedures and best practices.
  • Escalate critical issues to the appropriate teams while ensuring timely communication and updates to customers.
  • Maintain comprehensive documentation of incidents, solutions, and procedures to enhance knowledge sharing and continuous improvement.
  • Collaborate with the 1st Line Support team to provide guidance and support, fostering a cohesive and proactive support environment.
  • Participate in testing and quality assurance efforts, contributing valuable insights to enhance product performance and reliability.
  • Continuously update technical knowledge through training, certifications, and self-learning to stay ahead in the rapidly evolving technology landscape.

Desired Skills and Qualifications:

  • Proven experience in a 2nd Line Support Engineer role or a similar technical support capacity.
  • Profound understanding of computer systems, hardware, software, and network troubleshooting.
  • Excellent communication skills, both written and verbal, with an ability to convey complex technical concepts in a clear and concise manner.
  • Strong customer-centric approach with a passion for delivering exceptional service and building positive relationships with clients.
  • Ability to work efficiently in a fast-paced environment, managing multiple priorities with meticulous attention to detail.
  • Collaborative team player with a proactive attitude towards problem-solving and a willingness to share knowledge.
  • Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Solutions Associate) would be advantageous.
  • Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience).

Joining our client’s team presents an unparalleled opportunity to be part of an organization that values innovation, expertise, and customer satisfaction. If you are a tech enthusiast with a penchant for solving challenges and are eager to take your career to new heights, we encourage you to apply now and be a part of this exciting journey.

  • Enhanced Holiday
  • Health Insurance
  • Life Insurance
  • Mobile
  • Laptop

Apply for 2nd Line Support Engineer now

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