Second Line Support Engineer - UK

Second Line Support Engineer

Operations Team

UK Office Base

Permanent, Full-time

Salary £34k to £36k dependent on experience

What does the role require?

We’re looking for someone who will proactively ensure that all clients receive exceptional Customer service during all contact with the Service Desk, ensuring continual exceptional operational service. All support must be performed with minimal business impact on the customer and within agreed service levels.

What you’ll do:

Core Accountabilities:

• Assist our clients with issues and support, fixing or escalating issues as appropriate - this may require site visits


• Ticketing of both client/internal issues


• Monitor ticketing systems alongside First Line Support to analyse trends


• Update tickets with new information from clients/tests


• Assist the Senior Engineer in troubleshooting returned devices, when required


• Proactive monitoring of deployed devices for issues


• Support the gathering of data for testing and debugging


• Support with new product introduction, developing product specifications and software for customers


• Deliver digital training of our products and systems to client users, where required (e.g. Insight)


• Assist First Line Support engineers to resolve issues


• Accept and support on issues from First Line Support that require escalation


• Adhere to defined KPIs and meet the expected SLAs.


• Consistently contribute to and update documentation.


• Answer calls and respond to tickets from customers when First Line Support is busy


• Manage, prioritise and respond promptly and effectively to assigned tickets through to satisfactory conclusion according to SLA targets, logging time and keeping comprehensive records in tickets


• Work as part of a team to resolve the target number of tickets each day


• Manage the timely, effective escalation of tickets to 3rd Line Support Team as necessary


• Cover on call duties, as required, by the departmental on call rota

A full job description is available on request from HR.

What you’ll bring:

Required:

• A technical background, ideally with a relevant degree, NVQ or BTEC qualification, including some practical experience


• Understanding of UK rail industry, ideally with PTS and COSS tickets but not essential


• Basic understanding of electrical principles


• Ability to work under pressure, to a high standard to meet targets


• Affinity with technology (learning new systems)


• Strong communicator, with good verbal and written communication skills


• Ability to work on your own and as part of a team

If you think you like the sound of it but would like an informal chat about it before applying, please contact Graham Lewis, Second Line Support Manager, Dual Inventive.

If you know you’d like to apply, please go ahead and do so (but please make your current manager aware first).