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2nd Line Support Engineer

Based at our Customer site, our 2nd line support engineers are responsible for supporting our customer's IT needs and the daily management of our monitoring toolsets.

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Job Title: 2nd line Support Engineer

Location: On Site, Birmingham

Salary: £25,000 - £31,000

Our 2nd Line Support Engineers act as an escalation point for our 1st line engineers, whilst assisting them with the general support queries by way of responding to both calls, emails and face-to-face enquiries during busy periods.

What you'll do

  • Acting as a point of escalation for 1st line tickets
  • Assist customers with their questions about supported software and platforms, ensuring adherence to company processes and SLAs/OLAs.
  • Desktop/Application Troubleshooting & Server Support
  • Logging and handling triaged tickets on our ticket logging system
  • Working closely with the IT Manager and supporting the team when needed
  • Research answers to questions using various resources and works with other Circle employees, product vendors, internal technical teams, etc., to answer customer questions.
  • Support other service desk operations as required.
  • Communicate effectively (verbally and in writing) with company stakeholders (e.g. customers, third parties, internal customers).
  • Establish and maintain effective working relationships with co-workers, supervisors and customers.
  • Pursue personal development of skills and knowledge necessary for the effective performance of the role
  • Keep up to date with current IT and solution trends, technologies and updates relevant to Circle's user community.

This is a customer-facing role based on-site in Central Birmingham. Please note that this position needs you to complete an enhanced DBS check.

As a part of this role, our employees have access to our Technical Training Academy (worth £1000)

Our 2nd Line Support Engineers are enthusiastic, customer-focused IT professionals who are passionate about technology and enjoy keeping up to date with the latest tech trends.

You will need the following skills and experience:

  • Windows 10 and 11 Desktop Support
  • Apple Mac OS Support
  • Server 2016/ 2019/ 2022 experience
  • Group Policy
  • AD / DNS / DHCP
  • Exchange / O365 Management
  • Firewall Knowledge
  • Imaging & Deployment Tools
  • Basic Networking Knowledge
  • Microsoft Azure (Desirable)
  • Backups (Veeam Desirable)
  • SCCM (Desirable)
  • JAMF (Desirable)
  • Papercut (Desirable)
  • IP Telephone System support (Desirable)
  • Knowledge of Ticket logging systems
  • Experience dealing with escalated issues
  • Proactive mindset, root cause over break-fix
  • Proven experience working within an SLA
  • Ability to partake in project work where applicable
  • Self-motivated and keen to develop your skills
  • Experience of working in a customer service role
  • Exposure to working within SLAs
  • Strong team working ethic

Who are we?

Circle specialises in providing IT support and services to the Education Sector and a wide range of private businesses, from SMEs to large multi-site organisations.

We are committed to providing the highest quality IT services, aiming to deliver growth using cutting-edge technology and by working in partnership with key vendors.

Circle offers an extensive range of services including IT consultancy, managed services, project management, networking and disaster recovery. Headquartered in Cardiff, we are a Microsoft Gold and Cloud Accelerate Partner, Dell EMC Platinum Partner, Citrix Silver and VMware Enterprise Partner and we focus on delivering enterprise solutions and services.

What can we offer you?

Circle IT are an award-winning employer of choice and offers a wide range of benefits and incentives to our employees including:

• 25 days holiday with an incremental increase
• Vitality Medical Insurance
• Death in Service cover
• Flexible Working
• Technical Training Academy and E-learning
• Company Perks Portal
• Contributory pension scheme
• Annual award program and bonus schemes
• Employee Assistance Programme

Look like the right role for you?

Why work with Circle?