The 2nd Line Support Engineer is responsible for assisting the IT Service Desk Team Lead to review more in-depth queries provided through the service desk and 1st line support. The role will assist with projects that require longer term planning or support as well as providing advice and guidance to the 1st line support engineers. The role is varied and requires a real team player who has the ability to manage their time efficiently and prioritise accordingly. Key Responsibilities: Escalation point for the 1st Line Support Engineers, providing support, guidance and mentoring as required. Support the IT Service Desk Team Lead in monitoring the Service Desk queue, in the Incident Management System, to ensure all tickets are completed within the defined SLA. Provide technical support, responding to any incidents across all Owen Mumford locations and 1st line support as required. Maintain a high degree of customer service when working with customers internal or external to the business. Take ownership of incidents as required. Installation, configuration and deployment of new and existing hardware in line with defined procedures. Installation configuration and deployment of new and existing software in line with defined procedures. Contribute effectively to the maintenance of the Service Desk knowledge base. Ensure all activities undertaken are in compliance with company SOPs and Work Instructions and in accordance with ISO 13485 and CFR 820 To be successful in the role, you will need: Recent experience of working in a busy Service Desk/Support role, ideally within a regulated environment. Working experience of a call logging system and remote support tools. Experience of VMware desirable but not essential. Good knowledge of Windows 10 Operating System. Good knowledge of Group Policies. Experience of working with Microsoft SCCM for deploying operating systems, patches, and applications. Minimum of 8 GCSE/O levels to include Maths & English at Grade C/6 or above Essential. ITIL Foundation Certificate Essential. ??? What will we give you? You will be joining a successful, privately owned industry leader who are constantly innovating and looking to improve lives, empower patients and relieve the pressure on healthcare professionals. We invest heavily in our staff and offer a competitive salary and benefits package along with the opportunity to develop within the business. Additional benefits include: 2 Days remote working per week Flexi-time (37.5 hours per week) 25 days annual leave (with the opportunity to earn loyalty days with length of service) Holiday purchase scheme (up to 10 days purchased per holiday year) Enhanced Family Friendly Policies Enhanced Sickness Pay Wellbeing initiatives and support Annual company bonus Free parking, free tea & coffee, free fruit About us: Owen Mumford is a global leader in medical device design and manufacture. For almost 70 years we have been inventing life-enhancing devices that are tested and proven to deliver an industry benchmark in the safety, accuracy and comfort of medication administration. This strong heritage is the springboard for our future as we help to shape the progress of the healthcare industry by bringing pioneering concepts and solutions to life in an accountable and sustainable way. Headquartered in the UK, Owen Mumford is a family-run business with a large global presence across North America, EMEA and APAC.