Vacancy: 2nd Line Service Engineer

Updated: Feb 14

Please note that these vacancies are now filled


EvolveODM is experiencing substantial growth and the 2nd Line Service Desk Engineer role is to provide dedicated support to the Company’s clients on a 24/7 basis.

This role is responsible for ensuring that Service Levels are achieved, by providing prompt and effective resolution to incidents and problems that require specialist technical skills to resolve across our client base. They also work closely with the Infrastructure, Operations and Delivery teams to ensure that new systems and services are implemented smoothly and are configured and maintained so that through their lifecycle, they operate in a robust and effective way for the business.

Duties and responsibilities

With guidance and support from the Service Desk Manager and Operations Manager within the Business:

  • ·You'll be expected to carry out a mixture of business as usual and project work for the support desk

  • Providing detailed advice and guidance to all customers in the effective use of systems, products, and services covered by the team demonstrates knowledge of non-standard situations.

  • Providing support to 1st Line Service Desk Engineer in the effective use of systems, products, and services covered by the team, demonstrates knowledge of non-standard situations

  • Act as a technical escalation point on the support desk throughout the scheduled shift

  • Handle high priority issues that are raised within the support function and maintain responsibility until resolution

  • Identify and investigate complex problems to diagnose underlying causes and help customers to recover and continue operation

  • For all requests that cannot be resolved immediately, provides an effective interface between customers and service providers supplying all necessary diagnostic information, according to established procedures

  • Uses judgment to review active support tickets, monitor progress, and apply escalation procedures for problems not progressing satisfactorily

  • Ensure to follow the processes for ticket management: opening, updating, passing, resolving and closing tickets, and identify and address through training any knowledge/skills gaps

  • Management of all customer Incidents and Requests ensuring all calls are resolved within agreed timescales and escalating where necessary

  • Assist in the training and development of 1st Line Service Desk Engineer


  • GCSE’s Grade A* - C:

  • Maths, English and ICT skills and experience with Word and Excel

Skills & Experience

  • Have 2+ years of experience working within a technical support function

  • Practical working knowledge of networking fundamentals

  • Must have experience in troubleshooting network issues, with knowledge of DHCP, ARP, Traceroute, subnetting & VLSM's

  • Should have hands-on experience with the configuration of equipment, cabling, and device setups

  • Have the ability to communicate with staff at all levels

  • Can take ownership of high priority incidents until resolution

  • Have experience in training and developing staff members

  • Hardware and software deployment experience

  • Good attention to detail

  • Mature in outlook

  • Discrete

  • Organised and able to prioritise tasks

  • Confident and excellent communication skills with a professional telephone manner. You must be able to communicate efficiently with technical and non-technical customers

  • Ability to demonstrate a practical approach when faced with problems or challenges

  • Must be committed and willing to learn

  • Enthusiastic and self-motivated

  • Excellent timekeeping, reliable and trustworthy

  • ITIL knowledge – either qualified or working practical knowledge (preferred, not essential)

  • Networking qualifications (CCNA, CompTIA) are desirable but not essential for this position

  • Job Types: Full-time, Permanent

Job Type: Fulltime


  • Company events

  • Company pension

  • On-site parking

  • Private dental insurance

  • Private medical insurance


  • 12 hour shift

  • Day shift

  • Holidays

  • Night shift

  • Overtime

  • Weekends


  • Technical support: 2 years (Required)

To apply and for more information go to the Indeed listing

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