Sunday, August 20, 2023 at 1:10:17 AM Coordinated Universal Time
United Kingdom England UK, North Yorkshire, North Yorkshire


201-500 employees · IT Services and IT Consulting

About the job

Job Details: 2nd Line Engineer

Full details of the job.

Vacancy Name2nd Line Engineer Vacancy NoVN139 Employment TypeFull-Time LocationYork Type of VacancyPermanent Job Description (external use)

Job Purpose

The team delivers 2nd line support for internal systems and products developed by Redcentric or other software vendors. Team responsibilities can include incident triage, issue replication and diagnosis, implementing workarounds and code fixes, and working with other development teams to maintain and enhance software solutions and products. End user support is key to this role as the team need to deal with any escalated issues within a timely manner and make decisions that will continuously improve this service we offer internally and to our customers.

The role is a hands-on technical role with the 2nd Line Engineer participating in incident, change and problem management activities.

Key Responsibilities

  • Escalation for all 1st line members for all issues and queries.
  • Assist with training members of 1st Line.
  • Work closely with internal 3rd line teams.
  • Working closely with the Service Desk Team Lead filtering escalated tickets and ensuring knowledge transfer back down to 1st line.
  • On-Call rotation for corporate IT and SD escalations.
  • Take on new services and procedures and ensure they are documented for Service Desk
  • Ensure Projects are picked up and actioned in a timely manner.
  • Provide Ad-Hoc cover for Service Desk as required by Service Desk Team Lead
  • Identify service improvements and work to implement/document them.
This list of responsibilities is not exhaustive, and the role holder is expected to reasonably take on any other responsibilities required to support Human Resource Management activities within Redcentric.


  • Developed problem solving ability
  • Excellent people skills
  • Outstanding communication skills, both written and verbal, and ability to communicate effectively with stakeholders at all levels
  • Excellent customer service skills
  • Ability to motivate others towards achievement
Knowledge - Beneficial but not essential
  • ITIL
  • Knowledge of internal systems administration
  • Processes and techniques derived from the ITIL Framework for Incident, Problem and Change Management
  • Confident knowledge of Microsoft 365 - AzureAD/Intune/Exchange/Power Platform.
  • Knowledge of Apple Macs
  • Knowledge or Windows
  • Strong end user support abilities, to pick up and solve escalated calls from 1st line.
  • Proactive and positive approach
  • Resilience and ability to work
  • Ability to take the initiative
  • Results-oriented focus
  • Commercial awareness and understanding of implications of actions on the wider business