2nd Line Support Engineer

  • Location

    London, England

  • Sector:


  • Job type:


  • Salary:

    £250 - £300 per annum

  • Contact:

    Patrick Doyle

  • Contact email:


  • Job ref:


  • Published:

    8 months ago

  • Duration:

    6 Months

  • Expiry date:


Role: 2nd line Support Engineer
Location: London
Duration: 6 Months

SC Cleared candidates required

Key responsibilities

  • 2nd Line point of contact regarding support for c25,000 members of the judiciary, located and other IT products/services. Capture, record and resolve incidents in accordance with agreed protocols/SLAs.
  • To take on responsibilities relating to other Judicial and RCJG IT services in support of escalation of live service issues, delivery of services and investigation/delivery of new requirements.
  • Manage customer expectations when dealing with an incident/new work request and show reasoning and analysis when providing options and recommendations to resolve/deliver;
  • Maintain 'Service Now' log of all incidents raised and resolve incidents in accordance with office standards and the SLA.
  • Follow (major) incident, change and problem management operating procedures. Contribute to maintaining them and suggesting improvements.
  • Proactively monitor call trends, using this knowledge to provide suggestions to stakeholders on improvements to the service.
  • To provide input into wider team's initiatives. The post-holder will be expected to actively contribute to the team's operational objectives and provide input into how the team can improve and meet its targets;
  • Produce/maintain clear and concise documentation (office protocols, team guides, user guides, communications to user, etc).
  • Identify and procure hardware/software and assist with financial management and invoice payment, following departmental guidelines.
  • Assess the impact of any changes to MS365 and to identify how this may impact the customer/support team.
  • Assess the impact of change and provide recommendations to stakeholders.
  • To understand the different types of customers and respond to them appropriately.
  • Understand the urgency and skill levels of customer and use discretion when communicating;
  • Ensure complex IT issues can be explained in plain English.
  • Dealing with telephone/e-mail queries from customers
  • Contacting and liaising with departmental IT suppliers and representing our interests.
  • Present at IT Roadshows (held nationally)
  • As required represent the office/directorate/department in meetings with customers, business representatives and internal/external suppliers.
  • Ensure specialist knowledge of MS365 and related administrative tools is up to date and maintained.
  • Follow a build process to build and dispatch laptops to the judiciary.
  • Maintain asset list using standard asset management procedures.
  • Maintain knowledge of the O365 product set and ensure new leases are monitored, understood and assessed in relation of user impact.

The successful candidate should be able to demonstrate

  • Recognised IT Qualification/Degree relevant to position.
  • Knowledge and experience of administering MS365 (at 2nd line level). The post-holder is required to have specialist knowledge of MS365 environment - Exchange online (e.g. message tracing, managing malware incidents), SharePoint (e.g. create a team site), Powershell (create and execute scripts), Azure (Dynamic Security Groups) and Skype for Business;
  • Advanced knowledge of MS Outlook, Word, Excel and Powerpoint (as described by most external courses);
  • Knowledge of the different operating systems/devices highly desirable, however Windows 8.1, Windows 10 and iOS is essential.
  • Experience of dealing with senior stakeholders. This role will involve dealing with the senior judiciary;
  • Experience of dealing with incident, problem and change management processes.
  • Being able to effectively communicate to internal and external stakeholders clearly and concisely (e.g. explaining a complex incident in plain English).
  • Experience of working in a 2nd Line team within an IT support environment.
  • Production of support documentation and training materials for both internal support teams and customers.
  • Being able to deliver training to colleagues and customers;
  • Experience of a call logging systems (Service Now highly desirable).