Second Line Support Engineer
As the second line escalation point for all support queries you will work with the first line support team to maintain and monitor all systems and understand and resolve technical issues in a prompt and professional manner.
Responsibilities & Duties
Respond to either first line support or end user software queries via ticketing system, email, phone or face to face.
After identifying the issue, you will talk the first line support staff or end user through the required steps to resolution or escalate to third line support as and when necessary.
Work with the CTO and wider support and development teams to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented.
Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.
Assist with customer onboarding which could include onsite visits, where appropriate, to support the implementation team.
Continuously improve knowledge and understanding across the various software technologies supported by the team.
Maintain a strong customer focus at all times.
Skills / Experience / Qualifications
Essential
Educational Requirements – GCSE/A Levels/Degree (as per company minimum requirements).
Ability to problem solve within a technical environment.
Strong communication skills.
Strong customer service approach and team player.
Strong work ethic and ability to work in a dynamic work environment.
Desirable
Prior experience within a first or second-line technical product or service focused support role.
Experience with SQL/Mongo databases.
Prior knowledge of online support ticketing systems.
Experience with software development (Javascript, React.js, AWS, etc).
