2nd Line Support Engineer - £40-45k - Hybrid in Reading - UK

2nd Line Support Engineer - £40-45k - Hybrid in Reading - UK As a 2nd Line Support Engineer, you will be responsible for handling all escalations from the service desk team. You will work collaboratively to ensure incidents and escalations are resolved within SLA, while proactively reviewing incident trends and implementing fixes. £40-45k Hybrid - 2 days a week on-site in Reading Great benefits package Responsibilities: Address escalated technical issues from the 1st line support, providing prompt and effective solutions. Work alongside 3rd line engineers and other teams to ensure smooth resolution of escalated issues and maintain clear communication throughout the process. Serve as a point of contact for customer inquiries and concerns, delivering professional and exceptional customer service. Offer technical expertise and guidance to the 1st line support, aiding in their skill development and knowledge enhancement to minimize escalations. Conduct advanced troubleshooting and diagnostics on hardware, software, and network-related problems, aiming for efficient problem resolution. Maintain detailed records of incidents, solutions, and best practices for future reference and continuous improvement. Demonstrate proficiency in operating systems such as Windows and macOS. Possess a strong understanding of networking protocols, topologies, and security principles. Requirements: Minimum of 3 years of experience in an IT 1st or 2nd line support role. Extensive technical knowledge in M365 & Intune. Proven experience with Service Desk technologies & ITIL methodologies. Excellent communication and interpersonal skills. Strong technical knowledge of Windows & Apple Operating Systems, application delivery, and lifecycle management. Nice to have: ITIL v3/v4 foundation. Microsoft certifications. Jamf Pro experience. AWS experience. I have interview slots immediately available - please contact me chris.shephard@areti.io Areti Group – Climate positive tech recruitment We’re on a mission to put people and the planet before profit, leaving the world in a better place than we found it

Location: Reading, GB

Posted Date: 4/29/2025