Overview:
We are seeking an experienced and dynamic Second Line Engineerto join our helpdesk team
This role serves as a primary escalation point to ensure the resolution of escalated tickets and changes within contracted service levels.
You will also be responsible for remediating vulnerabilities and applying security configurations. T
he job holder is a direct escalation path within the helpdesk team.
You will provide a high level of technical support to a wide range of users, spanning across different industries.
The role demands a commitment to resolving complex incidents and requests while contributing to maintenance and project initiatives, enhancing customer platforms and services.
Key Responsibilities
• Handle escalated issues from first-line support that require a deeper level of technical expertise.
• Perform advanced troubleshooting of hardware, software, network, and system-related issues.
• Coordinate with third-line engineers or external vendors when necessary to resolve complex issues.
• Ensure proper communication and information transfer when escalating issues, providing all necessary details to facilitate fast resolution.
• perform root cause analysis on recurring or complex issues to prevent future occurrences.
• Provide reports and documentation on findings to management and other teams for further review or corrective action.
• Ensure that all incidents and...