1st/2nd Line Support Engineer

Tilo Consulting

Bristol, England, United Kingdom

Bristol, England, United Kingdom

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1st/2nd Line IT Support Engineer Salary - £28,000 - £32,000 Location - UK-wide 100% remote working (must be a UK resident) An industry leading software house is looking for a 1st/2nd Line Support Engineer to join the team at an exciting time of transfirnation and change. Below are the responsibilities: * Acting as a first point of contact for incoming customer support cases and ensuring customers are responded to promptly and professionally * Managing and progressing support cases, including ownership of issues through to resolution where appropriate * Gathering diagnostic information and log files and performing initial technical analysis * Resolving entry-level and intermediate technical issues using documentation, knowledge base articles, and guidance from senior engineers * Clearly explaining issues and potential solutions to customers in a professional and approachable manner * Escalating complex or unresolved cases to Level 2 / Level 3 support with well-documented findings * Maintaining accurate case notes in the support ticketing system * Assisting with testing of new software releases and pre-release builds * Participating in the out-of-hours on-call rota for 24x7 support (currently approximately 1 week in 8; full training provided) Experience required: * Windows and/or Linux operating systems * Virtualisation technologies (VMware, Hyper-V, etc.) * Backup, recovery, or storage concepts * Networking fundamentals (DNS, TCP/IP, firewalls) * Working with logs and basic troubleshooting tools This is a customer facing role so excellent communication skills are required. Please apply for a confidential chat

Bristol, England, United Kingdom

Languages

English

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