As a 2nd Line Support Engineer at AllPoints Fibre, you will be responsible for all escalations coming in from the servicedesk team. You will work collaboratively to ensure incidents and escalations are resolved within SLA, in addition to pro-actively reviewing incident trends and implementing fixes. Working with the 1st and 3rd line teams, you will be a critical part of the team, ensuring SLAs are met and customer satisfaction is maintained within the targets. You will be reporting to the 2nd Line Team Leader.
What you will be doing:
* Receive and handle escalated technical issues from the 1st line function, providing timely and effective solutions.
* Collaborate with 3rd line engineers and other teams to ensure seamless resolution of escalated issues and maintain effective communication throughout the process.
* Act as a point of contact for customer inquiries and concerns, maintaining a high level of professionalism and excellent customer service.
* Provide technical expertise and guidance to the 1st line function, assisting in their skill development and knowledge enhancement to avoid escalations.
* Perform advanced troubleshooting and diagnostics on hardware, software, and network-related problems, aiming for efficient problem resolution.
* Document and maintain detailed records of incidents, solutions, and best practices for future reference and continuous improvement.
* Proficient in operating systems such as Windows and macOS.
* Good knowledge of networking protocols, topologies, and security principles.
About you:
It is essential that you have:
* 3+ years of experience in an IT 1st or 2nd line role.
* Strong 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.
It would be great if you have:
* ITIL v3/v4 foundation.
* Microsoft certifications.
* Jamf Pro experience.
* AWS experience.
The benefits at APF:
At AllPoints Fibre, we're all about looking after you. We offer an extensive wellbeing package that goes beyond the EAP. Your benefits will include Bupa private medical insurance and dental cover, income protection insurance, group life insurance, and a health plan to help with day-to-day expenses such as eye care. We will even pay for you to get a massage!
Everyone needs a break now and then, right? That's why we start all our employees off with a generous 30 days' annual leave allowance (pro rata), plus bank holidays. And if you ever need some extra time off due to illness or parental leave, we've got enhanced leave plans in place to support you through that.
Additionally, we know how important it is to feel secure with your finances. That's why we have benefits dedicated to your financial wellbeing. You will be able to join our employer contributory pension, and in addition to income protection insurance and group life insurance, we offer cashback and voucher schemes to help cover living costs such as electricals and personal spending.
About us:
Established in 2021, AllPoints Fibre has grown from regional roots in Jurassic Fibre, Giganet, and Swish Fibre, to establish a national wholesale network. APFN is now a leading wholesale provider of full-fibre broadband solutions, dedicated to transforming the digital landscape by delivering ultra-fast, dependable, and affordable internet services to businesses and homes across the UK. We are committed to providing exceptional customer service, creating innovative products and services whilst leading through sustainability.
We have set ourselves the goal to become the best place to work; we recognize that our people are at the heart of what we do - join us on our journey to become the UK’s most recommended way to connect!
Next steps:
If the role sounds like the right fit for you, we look forward to seeing your application! If shortlisted, our Talent Acquisition Team will be in touch to set up an initial conversation. Next stages will involve meeting with our hiring teams to discuss the role and your experience in more detail.
One last thing:
AllPoints Fibre values diversity and is committed to creating a diverse and inclusive environment for all employees. Help us create a secure, inclusive digital world where diversity fuels innovation; your vision, your voice, and your skills have a place here!
If you require any reasonable adjustments to be made during your interview process, please tell us in your application.
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