2nd Line IT Engineer

TN United Kingdom; Warrington; On-site; GBP 30,000 - 50,000; Full time

Job description

An experienced 2nd line IT engineer plays a pivotal role in maintaining the seamless operation of an organization's information technology systems. They act as an intermediary between first line support and more specialized third line support, troubleshooting complex issues and providing advanced technical expertise.

Technical Responsibilities

Advanced Troubleshooting

An experienced 2nd line IT engineer is responsible for diagnosing and resolving more complex technical problems that cannot be handled by first line support. This includes issues related to software, hardware, network, and system performance. They leverage their deep understanding and extensive experience to identify root causes and implement effective solutions.

System Maintenance and Upgrades

Regular maintenance and upgrades are crucial to ensure that IT systems function efficiently and securely. A 2nd line IT engineer will schedule and perform necessary updates, patches, and upgrades to both software and hardware components. They ensure that such activities are conducted with minimal disruption to business operations.

Configuration Management

Configuration management involves maintaining records of IT systems and software configurations to ensure consistency and facilitate troubleshooting. These engineers are responsible for documenting and managing configurations of network devices, servers, and software, ensuring that all systems are consistently configured according to organizational standards.

Supporting Meraki Hardware and Admin Portal

Handling Meraki hardware and its admin portal is a crucial responsibility for a 2nd line IT engineer. They must ensure proper installation, configuration, and maintenance of Meraki devices, including switches, access points, and security appliances. Additionally, they must proficiently manage the Meraki admin portal to monitor network performance, apply security policies, and troubleshoot issues. They provide support for any hardware-related queries and streamline the administration process to ensure optimal network functionality.

Support and Collaboration

Second Line Support

Providing second line support is the core responsibility of an experienced IT engineer. They handle escalated issues from first line support teams, providing more in-depth assistance and guidance. This role requires excellent communication skills to explain complex technical details to non-technical staff.

User Training and Development

Educating and training end-users on the proper use of IT systems and software is another essential responsibility. 2nd line IT engineers develop training materials and conduct training sessions, empowering users to utilize technology effectively and reduce the occurrence of common issues.

Collaboration with Third Line Support

When an issue requires specialized knowledge beyond the scope of second line support, the engineer collaborates with third line support teams. This collaboration ensures that critical issues are resolved promptly and efficiently, leveraging the expertise of specialized professionals.

Strategic and Operational Responsibilities

Incident Management

Experienced 2nd line IT engineers play a key role in incident management, responding swiftly to IT emergencies and outages. They are adept at prioritizing incidents, coordinating with various teams, and implementing corrective actions to restore service as quickly as possible.

Performance Monitoring and Reporting

Monitoring system performance is crucial to identify potential issues before they escalate. These engineers utilize various tools and techniques to track system metrics, analyse performance data, and generate reports. Their insights help in making informed decisions to optimize system performance.

Implementation of Best Practices

Implementing and advocating for best practices in IT operations is a responsibility that seasoned engineers take seriously. They stay updated on industry standards and ensure that the organization's IT practices align with these standards, enhancing overall efficiency and security.

Security Responsibilities

Security Monitoring and Auditing

Security is a top priority in any organization, and experienced 2nd line IT engineers are tasked with monitoring and auditing systems to ensure compliance with security policies. They identify vulnerabilities, conduct regular security assessments, and recommend improvements to bolster defences.

Personal Responsibilities

Continuous Learning and Development

In the rapidly evolving field of IT, continuous learning is essential. Experienced 2nd line IT engineers actively pursue professional development opportunities, attending workshops, earning certifications, and staying abreast of technological advancements.

Mentoring Junior Engineers

Mentoring and guiding junior engineers is a valuable contribution experienced professionals make to their teams. They provide support, share knowledge, and help junior colleagues develop their skills, fostering a collaborative and growth-oriented environment.

Problem-Solving and Innovation

A proactive approach to problem-solving and innovation distinguishes experienced 2nd line IT engineers. Their ability to think critically and creatively allows them to devise innovative solutions to complex problems, driving continuous improvement in IT operations.

Conclusion

The role of an experienced 2nd line IT engineer is multifaceted, encompassing technical expertise, support and collaboration, strategic planning, security management, and personal development. These professionals are indispensable in ensuring the smooth and secure operation of IT systems, contributing significantly to the organization's success.

Qualifications

Education: A Bachelor's degree in Information Technology, Computer Science, or a related field is preferred. Relevant certifications such as CompTIA A+, Microsoft Certified: Azure Administrator, or Cisco Certified Network Associate (CCNA) are a plus.

Experience: A minimum of 3 years of experience in IT support, focusing on 2nd Line or advanced technical support roles.

Technical Proficiency: Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and common IT hardware and software. Proficiency in network troubleshooting and configuration.

Problem-Solving Skills: Excellent analytical and problem-solving abilities to diagnose and resolve complex technical issues efficiently.

Communication Skills: Strong verbal and written communication skills to interact effectively with team members and customers.