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Currently recruiting for a 2nd line Support Engineer for a key client of ours.

2nd Line Support - 3-6 month contract - £140/day - inside IR-35 - Onsite in Caerphilly


  • Excellent customer service skills.
  • Previous experience in a 2nd Line Support role in a Public Sector environment.
  • Provision of onsite and remote support to end users.
  • Take ownership of incidents and manage them through to resolution.
  • Manage personal call queue in ITSM.
  • Ensure that all incidents and service requests are appropriately logged, prioritised, and progressed efficiently and professionally.
  • Excellent knowledge of remote desktop support tools.
  • Provision of 2nd line support for resolution of incidents and service requests in accordance with SLA guidelines.
  • Experience with telephony systems.
  • Experience of printers.
  • Excellent knowledge of networking.
  • Escalation of incidents to 3rd line where necessary.
  • Hardware and software fault diagnosis skills and troubleshooting.
  • Excellent knowledge of Windows 10 Enterprise user environment and associated technologies.
  • Excellent knowledge of Microsoft Office 365 Exchange, One Drive and SharePoint.
  • Knowledge and experience of working with Active Directory.
  • Familiar with ITIL best practice.
  • Familiarisation of working with an ITSM tool. For example: Sunrise
  • Perform hands-on fixes at desktop where required.
  • Create and maintain technical documentation where appropriate and ensure that assets are correctly recorded.
  • Excellent written and verbal communication skills

If the 2nd Line Support role is of interest to you, please apply below.


Start date
6 months
Roc Search Limited
Published at
Project ID: