2nd Line Support Engineer - Digital Support

Job Description

Location: Ipswich Salary: Competitive salary plus a generous benefits package Application Deadline: Friday, February 28, 2025 Job Summary We are looking for a highly-skilled and customer-focused 2nd line Support Engineer to join our Digital Support team in Ipswich, responsible for providing advanced technical support to resolve escalated issues from the 1st line support team. The role requires a deep understanding of the organisation's systems, applications, data, and infrastructure to ensure timely resolution of complex technical problems while maintaining excellent customer service standards. Key Accountabilities 1. Escalated Incident Resolution Take ownership of escalated incidents and service requests from first-line support. Troubleshoot and resolve complex software and data defects and performance issues. Perform root cause analysis to identify recurring issues and communicate with development teams to propose long-term solutions. Provide guidance and mentorship to first-line support staff on technical issues. 2. Collaboration and Escalation Collaborate with third-line support, development, or infrastructure teams to resolve critical issues. Escalate unresolved issues to third-party vendors or senior engineers, as needed. Act as a liaison between support teams and stakeholders to communicate technical details effectively. 3. Documentation and Knowledge Sharing Maintain detailed incident and problem logs in the ticketing system. Develop and update internal documentation, including troubleshooting guides and technical manuals. Share knowledge with the first-line team to enhance their troubleshooting capabilities. Key Competencies Getting Things Done : Delivers on agreed objectives promptly; prioritises workload; remains professional under pressure. Communication & Sharing Knowledge : Confident, clear, and accurate with all communication; maintains accurate records and makes effective use of new technology. Customer Service : Positive attitude to find solutions in line with FCA principles; Uses customer feedback to improve service. Effectiveness & Adaptability : Able to maintain a high volume of work, striving for continual improvements; understands individual contribution in relation to corporate objectives; presents a positive image and approach to change. Team Working : Shares knowledge, skills, and experience with colleagues; understands team goals; is cooperative and supportive of others. Problem Solving : Can analyse problems, investigate the root cause, and develop a solution. Candidate Profile Previous experience in a technical or a technical support environment e.g. IT Support, IT Development. Previous experience in troubleshooting and resolving IT issues in a commercial environment. Previous experience in financial services is advantageous but not essential. Previous exposure to programming languages such as Javascript, HTML. Familiarity with databases and SQL. Excellent communication skills - verbal and written. Contractual Hours 9.00am to 5.30pm, Monday to Friday #J-18808-Ljbffr