Location: One2call HQ
Type: Full-Time
Salary: £28k-32k
Working Hours: 42.5 hours including 30-minute paid lunch - Monday to Friday between 7:00-19:00
Annual Leave Entitlement: 20 days holiday (rising to 25) + Bank Holidays

ESSENTIAL SKILLS & EXPERIENCE

• Experience: Previous experience in an IT helpdesk support role.
• Technical Skills: Knowledge of Windows 10/11, Office 365, and Windows Server.
• Problem-Solving: Strong troubleshooting skills and a proactive approach to problem-solving.
• Communication: Excellent communication skills, both written and verbal.
• Customer Focus: Strong focus on delivering excellent customer service. Desirable (Nice to Have)
• Microsoft Certified: Azure Fundamentals or M365 Fundamentals

WHO YOU ARE

We’re looking for someone who:

• Is eager to learn and takes initiative
• Embraces change and enjoys learning new technologies
• Builds trust with customers
• Supports the team and takes ownership of outcomes

THE ROLE: 2ND LINE SUPPORT AGENT

We are seeking a skilled and motivated 2nd Line Service Desk Engineer to join our team. In this role, you will be the technical expert, providing advanced support and resolving complex IT issues. Your expertise will be crucial in maintaining our high standards of service and ensuring client satisfaction.
This role is perfect for an engineer who is curious, adaptable, and hungry to learn. As technologies evolve, we want someone who evolves with them and helps drive innovation across our customer base.

KEY RESPONSIBILITIES

• Technical Support: Provide intermediate technical support, acting as an escalation point for 1st Line Engineers.
• Incident Management: Manage and resolve 2nd Line incidents, requests, and change requests in line with Service
• Level Agreements (SLAs).
• Customer Service: Ensure high standards of customer service, resolving issues efficiently and effectively.
• System Monitoring: Monitor clients’ IT systems using remote monitoring tools.
• Documentation: Maintain accurate records of issues and resolutions.
• Collaboration: Work closely with 3rd Line Engineers for complex issues and escalations. Work as a mentor for 1st line
• Engineers and help them with “technical Coaching”