2nd Line Engineer 5021

Job Ref No



£30,000 - £40,000

Start Date



Service Desk


Full Time



2nd Line Engineer Job Ad

2nd Line Engineer

2nd Line Engineer Job to join a friendly team in Peterborough
Perm – £30,000 – £40,000
Location – Onsite – Hampton, Peterborough

What you’ll the 2nd Line Engineer do:
• Respond to incidents logged in the Incident Management system and provide end users with a technical solution within Service Level Agreements
• Incident Diagnostics and Assistance
• Log Monitoring and Analysis
• Rule base Auditing and Advisory
• Device Software Upgrades, Patches, and Bug Fixes
• Configuration Backup / Restore
• Rule base and Network Configuration Change Management
• Provide a point of technical escalation and expertise for 1st line engineers
• Maintain technical accreditations in line with catalogued services
• Provide technical assistance to on-going projects and the transition of new customers when required
• This role requires the successful candidate to either hold SC Clearance or to be willing to go through the process of Clearance
• Escalate potential service issues initially with Team Leader/Service Desk Delivery Manager /Service Delivery Managers
• Escalate potential problem issues with Problem and Incident Management
• Recommend and deploy changes via the change management process when required
• Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork
• Provide assistance to Team members and Analysts as required
• Proactively maintain and develop knowledge, skills, and experience through client contact, industry sources, formalised training and development plan
• Work with consultants to better understand issues and solutions
• Escalate and work with vendors when required

What you need to succeed:
• 2-3 years’ experience in a similar SLA driven support role
• Proven Customer service Skills
• Industry recognised qualifications in relevant areas
• Cisco CCNA required as a minimum

Nice to have:
• Basic knowledge of ITIL
• Security Clearance (SC) advantageous
• Fortinet Knowledge
• F5 Knowledge
• Checkpoint Knowledge
• Good communication skills
• Punctual and reliable
• Positive, enthusiastic and supportive individual
• Ability to take ownership of and progress incidents to resolution, or to identify when escalation is necessary
• Ability to work under pressure
• Ability to work in a team and to support team members
• Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner

If you have the outlined skill and experience and you are looking for your next opportunity, please apply now!

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