2nd Line Engineer

Role DescriptionProviding 2nd line support to our clients both remotely as well as desk side.
LocationLondon, UK
RequiredUnrestricted right to work in UK
StatusPermanent / Full Time

Providing 2nd line support to our clients both remotely as well as desk side.

Key Accountabilities

  • To provide technical support; answering support queries via phone, email & self service
  • Supporting staff via remote assistance, providing a high level of resolution at first contact
  • Deskside support of both Windows and Mac devices
  • To maintain a high degree of customer service for all support queries, adhering to all service management principles (Incident Management Process)
  • To take ownership of user Incidents and be proactive when dealing with user issues
  • To log all calls on the Service Desk toolset, maintaining a log of any software or hardware problems detected
  • To capture accurate and truthful information from users on all incidents & requests, ensuring CI relationships are highlighted (Asset Management)
  • Respond to requests from users and help them resolve hardware or software requirements
  • Support users in the use of IT equipment by providing necessary guidance and advice.
  • To escalate more complex calls to Senior level technicians/Service Desk Manager (to include Infrastructure/Problem Manager were dictated)
  • To work with 3rd party technical support where incidents or requests cannot be resolved internally
  • To highlight trends and major incidents to Service Desk Manager immediately
  • Where required visit branch sites to undertake 1-2-1 support and complete scheduled and project work



  • Meet service level targets for creation, resolution and closure of service desk calls on a monthly basis
  • Maintain an acceptable level of service to the customers and business
  • Meeting SLA’s as agreed within yearly objectives (calls logged/resolved, Answer rate/Abandon etc)
  • Consistent and reliable service delivered against all types of incidents & service requests
  • To correctly categorise incidents and set applicable priorities by impact vs severity
  • Consistent approach to all service desk calls
  • Ability to escalate complex service issues
  • To maintain and deliver IT knowledge and process documentation where required

Governance and Process

  • Follow approved Incident Management & Service Request processes for all service related issues
  • Follow approved escalation procedures for all complex issues
  • Values met
  • Follow approved Phone Support Process to ensure a consistent approach for all users


  • A skilled technical engineer who will ideally reside in West/North West London (or counties) and who will work both from our offices in Wembley and at client locations in and around London.
  • This role will involve:
  • Providing 2nd line support to our clients both remotely as well as desk side;
  • Network and desktop (Windows OS & OS X) support;
  • Installations of OS X and Windows;
  • Raising, updating and closing calls via our service management system;
  • Meeting and conferring with senior IT management to provide updates and reports.

Personal Specification

Experience Required

  • Minimum of 3 years’ experience in providing 2nd line support on Windows/OS X and Desktop applications.
  • Ideally will be MSCA/MAC qualified or en-route to achieving these qualifications.
  • Strong troubleshooting and problem-solving capabilities in Microsoft Office (Word, Excel), antivirus software, and other desktop applications.
  • Good experience supporting the Apple Platform, Mac OS X and Windows OS.
  • WAN/LAN troubleshooting.
  • Familiarity with setup and troubleshooting of mobile devices, printers and other peripherals.
  • Excellent verbal and written communications skills.
  • Team player who is willing to share knowledge.
  • Excellent telephone & customer service manner
  • Excellent understanding of IT hardware set-up and configuration
  • Focused on quality
  • Excellent customer service skills
  • Self-motivated
  • Excellent interpersonal skills
  • Excellent organisational skills to ensure that company processes and procedures are put in place
  • Knowledge of supporting Citrix environments


  • Use of ITIL based incident/request logging tools

Education Required

  • ITIL Foundation (v3)
  • Industry IT standard certification (MCP or similar)