2nd Line Engineer

2nd Line Engineer | £35,000 - £40,000 | Hybrid | Bristol basedAbout the roleAs a Level 2 Engineer you will take ownership of diagnosing, troubleshooting, and resolving technical incidents escalated from the 1st Line team. This includes investigating complex issues across on-premise infrastructure such as networking and servers, as well as cloud environments.Job responsibilitiesTake ownership of technical incidents escalated from 1st Line Support and work them through to resolution.Investigate and troubleshoot issues involving servers, networks, desktops and cloud services.Work within agreed customer SLAs and ensure incidents are progressed appropriately.Keep customers informed throughout the lifecycle of incidents and change requests.Use remote support and diagnostic tools to investigate and resolve technical problems.Provide clear and accurate updates within the company's ticketing platform.Maintain detailed technical documentation and contribute to the internal knowledge base.Provide technical assistance and act as an escalation point for Service Desk Agents, apprentices and junior 2nd Line Engineers.Support the onboarding and development of new 2nd Line team members when required, including acting as a buddy during their induction.Knowledge, Skills & Experience Supporting and maintaining on-premises server infrastructure.Diagnosing and resolving networking issues.Managing and troubleshooting networked environments.Microsoft desktop technologies and end-user support.Cloud platforms and cloud-based services.Virtualisation technologies.Microsoft Exchange and Microsoft 365 / Office 365.Firewalls and firewall technologies.Antivirus and other endpoint/security technologies.Cloud-based backup platforms.Traditional on-premises backup solutions.Providing remote technical support to customers.Benefits25 days annual leave + public holidays, rising with length of serviceEmployee benefits trustCompany bonus schemeHealthcare and cash planCycle to work schemePaid CSR DaysCompany sick pay and income protection coverDiscounted gym membershipDriving License is required.If this role sounds like something you would be interested in, please get in contact on: harvey.b@peapletalent.com