2nd Line Service Desk Engineer

Position Summary

We are looking for a skilled Second Line Service Desk Engineer to provide advanced technical support, resolving escalated IT issues and assisting 1st Line Engineers to improve resolution rates. This role requires strong technical expertise, excellent communication, and a customer-focused approach to deliver high-quality support across diverse client environments.

Job Details

Onsite (Eastwood)
Monday to Friday, 8 am – 5 pm UK Time | 3:00 PM – 12:00 AM (PHT)
Will Follow UK Holidays

Key Responsibilities

Technical Support & Escalation

• Provide second-line technical support across client environments via the helpdesk platform.
• Diagnose and resolve complex IT issues escalated from first-line Engineers.
• Collaborate with third-line Engineers and the broader IT team to ensure smooth issue resolution and appropriate escalation.
• Act as a point of escalation for customer concer...