Role: 2nd Line IT Support (Educational sector)Location: Mansfield Salary: 30,000 - 40,000 Hours - 8:30am - 4:30pmProfileThe 2nd Line IT Support Engineer will be tasked with supporting, investigating, and resolving our MSP client''s IT related systems and making sure all issues are dealt with in a timely fashion.This will be working from a client site in the Mansfield area and the role will require periodically visiting other sites in the Mansfield area.The client which the successful candidate will be supporting is in the education sector and as part of a large Education Trust, the Successful Candidate will need to require a Advanced DBS in order to work within the trust, this will be supplied by our client if the candidate doesn''t not already have the appropriate clearance. Key ResponsibilitiesBeing the first point of contact for all incoming support calls, emails, and sessions - when necessaryBeing an escalation point for all escalations coming from apprentice, and 1st line, engineersEnsuring all forms of support call are logged in the system and the client is kept updatedManage incident and request tickets ensuring established SLA''s are metProviding support to our clientsHelp the Helpdesk Management Team with continued business improvementsProvide support to the apprentice, and 1st Line, engineersManage/Maintain all escalations from the apprentice, and 1st line, engineersCommunicate daily to clients with open ticketsManaging the client''s expectations with ongoing ticket