Position: 2nd Line EngineerLocation: Oxfordshire - Hybrid Salary: 30k-35k Benefits25+ Days Holiday and rising (plus bank holidays)Flexible working (WFH incentives)Bupa Cash PlanElectric Vehicle SchemeCycle SchemeDiscounted Gym MembershipPaid Charity DayCar Parking Primary Purpose The Tier 2 team are 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. 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 Tier 1 engineersEnsuring all forms of support call are logged in the system and the client is kept updatedManage incidents and request tickets ensuring established SLAs are metProviding support to our clientsHelp the Tier 2 Manager with continued business improvementsProvide support to the apprentice, and Tier 1 engineersManage/Maintain all escalations from the apprentice, and Tier 1 engineersCommunicate daily to clients with open ticketsManaging the client''s expectations with ongoing ticketsEnsure all client related problems are logged correctlyInform the Tier 2 Manager of any tickets requiring escalationsWorking with client''s 3rd party suppliers and vendors when appropriateAdhere to all company policies and proceduresEnsuring that all role related KPI''s are metLogging, managing, and resolving client IT issuesMaintain and improve clo