2nd Line IT Support Engineer at Global 4 Communications, Horsham

2nd Line IT Engineer

Location: Horsham (Head Office)

Hours: Full-time, 37.5 hours per week

About Global 4

At Global 4, we Love Tech. We provide a wide range of market-leading telecom, connectivity, cloud, and IT services to businesses across the UK. Our vision is to solve our customers' technology challenges by advising, implementing, and supporting the right solutions with best-in-class service excellence.

Purpose of the Role

As a 2nd Line Technical Support Engineer, you will bridge the gap between initial triage and deep infrastructure/vendor support. You will act as the key escalation point for our 1st Line team, taking ownership of complex data, broadband, and Unified Communications (UCaaS) faults. Operating in a fast-paced environment, your goal is to troubleshoot technical issues efficiently, hit strict Service Level Agreements (SLAs), and communicate technical resolutions in simple, clear terms to our customers.

Benefits of working for Global 4

• 50% off our Broadband & Utility packages, completely free after two years
• £1,000 Refer A Friend Scheme
• 25 days holiday allowance plus bank holidays- increasing up to 30 days with length of service
• £250 Bright Ideas Scheme
• Quarterly Top Performer's Day Out
• Buy & Sell holiday allowance scheme
• Death in service benefit
• Friday fridge
• Paid Charity leave

Duties and Responsibilities of our Dedicated 2nd Line IT Service Desk Engineer

• To provide excellent customer care and support through efficient and organised ticket management
• Providing first response fixes to customers via the phone, face to face, or email
• Providing resolution to incidents, requests, and appropriately escalating all others
• Ticket triage – assessing ticket priorities and escalating when required.
• Liaising with third parties and customers with regards to incident resolution and requests.
• Handling customer requests and escalate according to company procedures.
• Manage work queues and prioritise events, ensuring compliance with SLA’s.
• Assist the service desk team leader in managing our service desk in such a way as to deliver excellent customer service.
• Work efficiently and productively to achieve and exceed SLA’s and KPI’s.

Your Previous experience

• Experience with how an ITIL service desk runs.
• Active Directory configuration and administration
• An understanding of Group Policy
• General networking skills
• An understanding of DNS
• Good understanding of Office 365
• Good understanding of Microsoft Azure
• An understanding of Microsoft Intune

Essential Skills

• Excellent communication skills
• Organisational skills
• Results driven with a proven track record of achieving.
• Team player
• Self-motivated and proactive
• Ability to be resilient and to work under pressure.