2nd Line Support Engineer

Our client is looking for a 2nd Line Support Engineer to resolve technical issues for internal users and external customers. You will join two 1st line engineers and a 3rd line engineer, taking ownership of escalated cases and working with Google Workspace applications. The focus is on resolving issues promptly, keeping users informed and improving the team’s support knowledge.

Responsibilities

• Own support cases from initial investigation through to resolution.
• Diagnose and resolve hardware, software and networking issues escalated from 1st line.
• Troubleshoot Google Workspace application issues.
• Prioritise cases according to their urgency and business impact.
• Keep users informed of progress, next steps and expected resolution times.
• Escalate issues to 3rd line with clear findings and details of troubleshooting completed.
• Create and maintain technical documentation, processes and knowledge base articles.
• Cover 1st line duties when required and participate in an out-of-hours on-call rota, one week in three.