2nd Line Engineer
2nd line Support Engineer, London, £28,000 -£33,000 We currently have an exciting opportunity for a 2nd Line Support Engineer to join our energic and vibrant team. The 2nd Line Support Engineer provides advanced support services to clients and customers. The support services may require detailed analysis of SIP signalling and IP communications protocols. The 2nd Line Support Engineer may be required to provide 1st Line services to support the Technical Assistance Centre (TAC) rota?s. Also provides support services to internal network and telecoms. Key Responsibilities Provide 2nd line support for all customers & resellers via phone or email or face-to-face; Log all incidents and requests within the Incident Management System and update tickets according to OLA?s and SLA?s; Take ownership of customers & resellers problems, follow up the status of problems on their behalf and communicate progress in a timely manner; Following in-depth diagnosis, escalate to 3rd line where applicable; Provide support, training and be an escalation point for 1st line colleagues; Liaise with 3rd line support and external suppliers to ensure resolution to agreed standards and timescales; Manage, prioritise and plan own work queue and deal with tickets within the set SLAs; For more information on this role please contact Nathan Tedder at Clearwater People Solutions.