1st​/2nd Line Support Engineer

1st/2nd Line IT Support Engineer

Salary - £28,000 - £32,000

Location - UK-wide 100% remote working (must be a UK resident)

An industry leading software house is looking for a 1st/2nd Line Support Engineer to join the team at an exciting time of transfirnation and change.

Below are the responsibilities:

* Acting as a first point of contact for incoming customer support cases and ensuring customers are responded to promptly and professionally

* Managing and progressing support cases, including ownership of issues through to resolution where appropriate

* Gathering diagnostic information and log files and performing initial technical analysis

* Resolving entry-level and intermediate technical issues using documentation, knowledge base articles, and guidance from senior engineers

* Clearly explaining issues and potential solutions to customers in a professional and approachable manner

* Escalating complex or unresolved cases to Level 2 / Level 3 support with well-documented findings

* Maintaining accurate case notes in the support ticketing system

* Assisting with testing of new software releases and pre-release builds

* Participating in the out-of-hours on-call rota for 24x7 support (currently approximately 1 week in 8; full training provided)

Experience required:

* Windows and/or Linux operating systems

* Virtualisation technologies (VMware, Hyper-V, etc.)

* Backup, recovery, or storage concepts

* Networking fundamentals (DNS, TCP/IP, firewalls)

* Working with logs and basic troubleshooting tools

This is a customer facing role so excellent communication skills are required.

Please apply for a confidential chat