We are recruiting for a 2nd line engineer

By Joana Aguia

Tech General
12 January 2018


SpiderGroup is a fast growth, Bristol based, Digital Technology company. After building a solid reputation as an IT support provider to businesses throughout the UK, we are now expanding!

The role of 2nd Line Engineer involves providing phone, email and on-site support to SpiderGroup customers. Working as a member of the Support Team within a Support Desk environment, with Microsoft packages, desktops and network infrastructure and, as such, requires excellent people skills

Key responsibilities will include, but are not limited to: 

  • Diagnose and resolve technical issues escalated through the Service Desk
  • Manage customer relationships and expectations, taking ownership of calls to their conclusion 
  • Working on both end user devices and servers to diagnose, document and resolve issues 
  • Contribute to the on-going improvement of our service 
  • Provide training and guidance of IT systems and processes and contribute improvements 
  • Manage software installations and upgrades for internal and external customers 
  • To provide assistance and technical knowledge to aid implementation of Projects
  • Undertake small to medium sized Projects
  • Contribute to knowledge base and knowledge management processes 
  • Continuous learning and Microsoft certification
  • Supporting 1st line during busy periods or to provide cover


Skills and experience

Essential Skills 

  • Practical hands on experience of working within an IT support environment
  • Experience working with and supporting Windows, Apple Macs, Microsoft Office and Email
  • Experience working with and supporting networks, internet connections and Wi-Fi
  • An awareness of cloud/hosted technologies
  • Meticulous attention to detail 
  • Strong team working skills 
  • Excellent verbal and written communication skills and a confident approach when liaising with all levels of staff including Directors and Senior Managers within the business and with client stakeholders
  • Good problem-solving skills, with an ability to take a methodical approach to troubleshooting support issues
  • Documentation of solutions and knowledge sharing 
  • Strong planning and organisational abilities 
  • Mentor and provide training to junior members of the Service Desk team in 2nd line support and technical issues 
  • Driving licence

Support experience: 

  • Active Directory 
  • Microsoft Office 365 services
  • Skype for Business
  • Microsoft Exchange 
  • Hyper-V and VMware
  • Windows Desktop (7, 8 and 10) 
  • Apple Mac desktop support
  • Windows Server 2008 R2 / 2012 R2 / 2012 / 2016
  • Microsoft Office Products (2010 - 2016) 
  • Experience with Mobile Device Management (Intune)
  • Desktop troubleshooting and fault resolution 
  • Switch, firewall and network management
  • SCOM and SCCM


This is a fantastic opportunity to join an expanding company at an exciting time. Please apply today by emailing your CV and Cover letter to careers@spidergroup.co.uk

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