Technical Engineer - 2nd Line

We are seeking an experienced and customer-focused 2nd Line Support Engineer to deliver exceptional remote IT support, resolve complex technical issues, and act as an escalation point for our Service Desk. This role is key to maintaining high service standards, building strong customer relationships, and ensuring fast, effective resolutions while continuously developing technical expertise and supporting project delivery.

About the job

• Permanent, Full-time
• Diagnosing and resolving a wide range of IT issues for customers remotely.
• Building, installing, configuring & troubleshooting hardware and software solutions.
• Acting as the escalation point for our 1st line engineers.
• Keeping all backend systems up to date.
• Ensuring that customer information and documentation on our systems is accurate.
• Providing proactive advice on best practice and approaches for our customers.
• Supporting on project delivery work as needed.
• Consistently developing your skills and knowledge.
• Sharing specialist skills and ways of working across the team.
• Achieving response and fix times within our SLAs.
• Occasionally visiting customer sites on an ad-hoc basis as required, for installs or onsite work.

Skills and Experience:

• At least 2 years in a full 2nd Line technical support engineer position, with 5 years+ experience in a technical support role overall.
• In-depth understanding of how to deliver outsourced IT support services to remote users in a variety of businesses.
• Experience with M365 platform - essential.
• Strong working knowledge of Microsoft Office products - essential.

Other skills, knowledge & experience:

• Office 365 - Exchange, SharePoint, Intune - Setup and Deployment
• Server Management
• Active Directory
• Hyper-V Replication
• ADConnect Services

What you'll be aiming for:

• Consistently positive customer feedback.
• First time fix for issues whenever possible.
• Response times always within SLAs.
• Fix times within SLAs consistently.
• Strong customer relationships.

Who you are:

You are an experienced engineer who is customer-focused, motivated, trustworthy, with strong communication skills (both verbal and written).

You are able to work accurately and quickly, as the pace is fast here, with a high level of technical expertise. You will always respond proactively to customers, always look for solutions to problems, and have the ability to manage multiple tasks at once.

• Be a Changemaker: Play a vital role in shaping Redsquid's future through innovative UC solutions.
• Collaborative Environment: Work alongside a dynamic, forward-thinking team that values your ideas and expertise.
• Professional Growth: Access opportunities to expand your skillset and thrive in a role with real impact.
• Exciting Challenges: Lead UC initiatives through a transformative acquisition journey that positions Redsquid as an industry leader.

do you want to join the Redsquid team as a Technical Engineer - 2nd Line

At Redsquid we are all about making a difference to our customers with the use of technology. An innovative provider of solutions within IoT, Cyber Security, ICT, Data Connectivity and Voice solutions.

We are here to improve our customer's businesses as well as their operations. Therefore with the use of technology we make them more efficient, increase productivity and reduce costs.

Join our team and help us fulfil this mission by providing outstanding solutions and exceptional service to our customers!

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