Required:
· Excellent communication skills across all platforms
· Office based, Flexible Hours
· Provide mainly 2nd Line support to clients
· Enforce helpdesk and escalation process
· Assist 1st Line engineers with their tasks where/if required or struggling
· 1 to 1’s with 1st Line engineers:

a. Settings objectives and development plan for progression

· Oversee 1st Line engineers and ensure are performing as expected and meeting targets
· Recruitment input for 1st line engineers
· Monitoring and owning the helpdesk:

a. Ensure tickets are assigned in a formal manor by 1st Line Engineers
b. Comply with SLA times set meet contract times
c. Spot any ongoing issues and highlight where possible help with a solution (escalate if required)

· Delegate tickets and internal resources where required
· Ensure backups and notifications are handled correctly
· Spot ticket patterns and raise any concerns:

a. Working with both the technical manager, field engineers & directors where required

· Contractual site visits where required to facilitate field engineer role
· Train 1st line staff on internal systems effectively
· Onboard 1st Line engineers or apprentices
· Assisting projects/installations where required

Desired:
· Proactive and approachable attitude
· Confidence and ability to Train internally

Benefits:
· Company vehicle
· Mobile Allowance
· Competitive salary dependant on experience

Hours: Negotiable
Salary: Negotiable