Technical Support Engineer (Tier 2)
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Position Overview & Specifications
JOB REVIEW:
The number one goal of everyone in our team is to make our Clients exceptionally happy. Our team of IT engineers plays an important role in making sure that happens.
Technical Engineers handle the 2nd line support requests that come in from our Clients. In most cases, these have come into our 1st line team initially via email or call and have been escalated due to the nature of requirements within the support ticket.
When help is needed, the Technical Engineer can get help from, or escalate issues to our Senior Technical Team.
RESPONSIBILITIES AND TASKS:
CUSTOMER SERVICES:
To provide a friendly, quick and helpful experience to our Clients.
Provide the Client with basic remote troubleshooting.
OUR TICKETING SYSTEM:
To use our Ticketing System to work on and resolve Service Desk Tickets & Service Requests
To manage and record all work through our Ticketing System, ensure that information is always up to date and well maintained.
Our Monitoring and Management System:
Review RMM dashboard and apply remediation actions as indicated by our SOPs.
Review regularly scheduled/automated actions as indicated by our SOPs.
PROJECT WORK:
From time to time the projects team will need additional resources to help deliver projects on site. When opportunities arise the Technical Engineer may be required to help with project delivery. Therefore a full UK driving license is required, as is the experience of working on site.
TEAM WORK:
To follow the schedule provided by the Technical Team Lead.
Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks.
Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues.
Identify opportunities for improvement and make constructive suggestions for change.
SKILLS & ATTRIBUTES - DESIRED:
The ability and a deep desire to solve problems & challenges, while giving the client an excellent experience.
Great Communications skills; being a good listener and being able to communicate technical issues and solutions in "layman's terms'.
An understanding of support tools, techniques and how technology is used to provide services.
Strong understanding of operating systems, business applications, printing systems and network systems
IT literate – Advanced user level
SKILLS & ATTRIBUTES - NICE TO HAVE:
Experience using a Ticketing system / RMM Tool and PSA software.
Experience providing support via remote tools.
Experience and knowledge of working with the Microsoft 365 Platform
Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
Experience working either on a Service Desk or for a Managed Service Provider (MSP)
PERKS OF THE JOB:
Generous incentives for reaching Team and Company Goals
Discretionary Performance-based bonus, up to 10% of annual salary.
Time off on your Birthday, as well as £'s to spend.
Employee of the Month - Amazon Voucher
We have Private Medical Cover!
An easy-going environment and culture (we all enjoy what we do!)
The flexibility to work from home and the office (we run a Hybrid office) - min 2 days per week in the office.
A Proactive Approach to Ongoing Training to help you develop life-long skills.
CAREER GROWTH:
For someone looking to progress their role, the Service Engineer naturally leads into roles such as: Technical Engineer, Senior Technical Engineer, or Service/Technical Team Lead.
Job Types: Full-time, Permanent
Salary: £24,000.00-£28,000.00 per year
Benefits:
- Flexitime
- On-site parking
- Private medical insurance
Schedule:
- Day shift
- Flexitime
- Monday to Friday
Supplemental pay types:
- Performance bonus
Ability to commute/relocate:
- Newtown St Boswells: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you currently hold a UK drivers license?
- Are you able to carry out On Site work in and around Edinburgh/Glasgow/ Scottish Borders.
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Newtown St Boswells
Application deadline: 10/03/2023
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
United Kingdom Right to Work & Skilled Worker Visa Guide
Employment in the United Kingdom requires legal Right to Work verified under the Home Office Points-Based Immigration System:
Sponsoring employers must hold an active Home Office A-rated Sponsor License and assign a valid Certificate of Sponsorship (CoS). Role must meet the general minimum salary threshold (£38,700) or occupation going rate.
Continuous employment under Skilled Worker status establishes eligibility for Indefinite Leave to Remain (ILR) after 5 continuous years, leading to British Citizenship.
Candidate Preparation Blueprint: General
Based on transatlantic hiring benchmarks for Technical Support Engineer (Tier 2) roles across SoConnect Ltd's corporate sector, successful applicants typically excel across three core dimensions:
Demonstrated portfolio evidence, architecture/system design case studies, or validated professional certifications directly applicable to General.
STAR method competency responses highlighting cross-functional leadership, conflict resolution, and delivering measurable enterprise ROI under tight timelines.
Total compensation expectation aligned within the benchmarked £24,000 - £28,000 bracket, including retirement vesting and health parity.
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