2nd Line Support Engineer

The search

Our client is looking for a 2nd Line Support Engineer with strong Google Workspace and Windows troubleshooting experience, supporting both internal and external users through a service desk.

Responsibilities

• Resolve escalated 2nd line hardware, software and networking issues.
• Take ownership of incidents through to resolution.
• Keep users updated throughout the support process.
• Escalate complex issues to 3rd line where required.
• Mentor and support 1st line engineers.
• Create and maintain technical documentation and knowledge articles.
• Participate in an out-of-hours on-call rota.

Essential skills

• Proven 2nd Line Support experience.
• Strong Google Workspace knowledge.
• Strong Windows troubleshooting skills.
• Good understanding of hardware, software and networking support.
• Confident supporting users and managing incidents end to end.