2nd Line Support

2nd Line Support Job Description Template

Our company is looking for a 2nd Line Support to join our team.


  • Be responsible for dealing with 2nd line support issues and escalations that come into the helpdesk via remote support or the telephone;
  • Support internal staff with IT issues;
  • Proactive technical account management for mid-range clients, managing software life cycle, patching and upgrades for customers;
  • You will develop and maintain excellent relationships with customers and offer tailored professional advice and support to become a trusted source;
  • Highlight improvement areas to the business;
  • Escalation more complex issues to the relevant teams;
  • Undertaking extensive training as required;
  • Good communication skills (written & verbal);
  • Using the ticketing system to log, work and resolve requests;
  • Support users with computer equipment and peripherals including telephone and mobile devices;
  • Strong work ethic and customer service orientation with outstanding integrity and ethics;
  • Deal with all queries, incidents coming through and provide solutions where possible, owning the resolution of each customer query;
  • Prioritise effectively within tight schedules and a dynamically paced environment;
  • Log all calls and resolutions on the helpdesk ticketing system;
  • Providing second line support and escalation of helpdesk tickets.


  • Excellent oral and written communication skills, being able to communicate well with all levels within the organisation;
  • Experience in providing 1st line support to end users;
  • You must have Linux based Operating Systems and application experience;
  • SCCM (Configuration Manager);
  • Great communications skill (Both written and verbal);
  • Experience supporting Google Apps;
  • Strong communication and interpersonal skills;
  • Proven knowledge of Microsoft Applications and Active Directory;
  • Experience troubleshooting basic network, software and printing issues;
  • Experience in networking (firewalls, routers, switches, VPN, wireless);
  • You will ideally have a Juniper, Checkpoint, F5, Bluecoat or Cisco certification e.g. CCNP, CCSA, etc;
  • Office Hardware Support;
  • Current UK driving licence;
  • Detaile dknowledge of O365 with experience of exchange to O365 email migrations;
  • Office365.