Join the ACS team

Job Opportunity

We are currently seeking a skilled and motivated Second Line Engineer to join our IT Services Helpdesk team.

About You

You are a Second Line Engineer with a proven track record in providing exceptional second-line support via phone, email, and remote access. Your expertise lies in diagnosing and resolving complex technical issues related to hardware, software, network, security, and cloud services. You adhere to best practices for incident, problem, and change management, and know when to escalate calls to third-line engineers or vendors. Your strong documentation and communication skills ensure that tickets, logs, and reports are meticulously updated, and you effectively communicate with clients, colleagues, and vendors.

You are committed to ensuring customer satisfaction and meeting service level agreements. You address cases from the Proactive Monitoring system with precision, taking ownership of escalated cases requiring enhanced technical knowledge. Your project and system management skills are evident as you participate in projects, installations, upgrades, and migrations, administering and managing customer backup systems. Dedicated to your professional development, you continuously maintain and update your technical knowledge through training and certification. Your qualifications include strong knowledge of hardware, software, network, security, and cloud services, excellent problem-solving skills, and the ability to work independently and as part of a team.

Responsibilities:

Support and Resolution:

• Provide second-line support via phone, email, and remote access.

• Diagnose and resolve complex technical issues related to hardware, software, network, security, and cloud services.

• Adhere to best practices and procedures for incident, problem, and change management.

• Escalate calls to third-line engineers or vendors when necessary.

Documentation and Communication:

• Document and update tickets, logs, and reports using the service desk management system.

• Ensure the SI portal for Network information is updated with any works carried out.

• Communicate effectively and professionally with clients, colleagues, and vendors.

• Maintain detailed records on the IT Helpdesk system.

Experience:

• Minimum of 2 years of experience working on helpdesk

• Good understanding and experience of resolving issues with Microsoft Portfolio of products

• Good understanding of networking

• Understanding of Firewalls with change management

Service Level Management:

• Ensure customer satisfaction and meet service level agreements.

• Address cases from the Proactive Monitoring system.

• Raise, update, and resolve case records using the IT Helpdesk system with detail and accuracy.

• Take ownership of escalated cases requiring enhanced technical knowledge.

• Ensure service desk calls are followed through to completion, and if assigned to a fellow engineer, communicate the call to the individual.

Project and System Management:

• Participate in projects, installations, upgrades, and migrations.

• Administer, configure, and manage customer backup systems.

Professional Development:

• Maintain and update technical knowledge through training and certification.

Qualifications:

• Proven experience in a second-line support role.

• Strong knowledge of hardware, software, network, security, and cloud services.

• Excellent problem-solving and troubleshooting skills.

• Strong communication and interpersonal skills.

• Ability to work independently and as part of a team.

• Relevant certifications (e.g., CompTIA, Microsoft, Cisco) are a plus.

What We Offer:

• Competitive salary and benefits package.

• Opportunities for professional growth and development.

• A supportive and collaborative work environment.

• The chance to work with cutting-edge technology and innovative solutions.

How to Apply:

If you are a dedicated and skilled IT professional looking to take the next step in your career, we would love to hear from you. Please submit your resume and cover letter to leon.oakley@acsgroup.co.uk