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Second Line Engineer

Permanent @Garniche Jobs UK in IT
  • Fareham View on Map
  • Post Date : August 30, 2022
  • Apply Before : September 30, 2022
  • Salary: $2,500,030,000.00 - $30,000.00
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Job Detail

  • Job ID 235433

Job Description

Second Line Engineer


Full-time, Permanent



Second Line Engineers are at the forefront of the business dealing with client’s issues. Responsible for providing helpdesk support to clients, being an escalation point to First Line Engineers and providing backend support for our monitoring systems. Working efficiently and productively to achieve and exceed SLA’s, KPI’s, and profitability targets.

Primary Responsibilities

Escalation point for all customer calls and emails to the service desk

Hardware fault diagnosis and repairs

Supporting project engineers with the preparation of hardware for onsite delivery

Key Tasks

Monitor, categorise, set priority of incoming tickets

Manage own daily schedule by working through service board and prioritising tickets

Communication with customers required: keeping them informed of incident progress, notifying them of impending changers or agreed outages

Escalate service or project issues that cannot be completed within agrees service levels

System monitoring

Support Business Continuity Suite monitoring and adaptive fix

Ensure system documentation accurate and up to date

Hardware fault diagnosis and repair

Supporting Project Engineers with the preparation of hardware for onsite delivery

Complete project tickets and phases as assigned

Out of hours 24/7 remote support on a rota basis

Weekend onsite support (8am-6pm)

Document customer software, services, tools, or hardware

Document internal processes related to duties and responsibilities

Enter time and expenses on PSA system

Key Outputs

Meeting SLA’s,KPI’s, and profitability targets

Customer satisfaction

Key Skills Required

Good analytical/problem solving skills

Outstanding customer care, active listening, and communication skills

Good numerical and literacy skills and goos levels of computer literacy

Ability to work in a fast-moving environment, multi-task and adapt to changes quickly

In-depth knowledge of the service catalogue and how it relates to customer’s needs

Team player

Can do attitude


Time management

Business awareness


Key Experience Required

Ba an effective member of the team, recognizing, respecting, and promoting the different roles and diversity of the individuals in the team and presenting a positive impression of the team and the organization

Improve customer service perception and satisfaction

Education & Training Requirements

Level 3 IT Diploma or CompTIA A+ or equivalent

Professional IT certifications – MCP, MCSA, Vendor led qualification

GCSE level 4 or above in Maths and English Language


ITIL Foundation