Job Title: Second Line Support Technician Location: Manchester Salary: Competitive Job Type: Permanent, Full Time At Netteam tX, we recognise and develop talent, and look to retain talent through the creation of career opportunities, lateral and horizontal. Our culture is centered around our belief in continually refining our skills and knowledge, collectively as a team as well as individually. We actively encourage creativity and innovation, and we strongly believe that it is our people that make us great. About the role: You will provide 2nd Line technical support in a service desk environment for multiple clients, acting as an escalation point for other service desk engineers. You will build strong customer relationships through customer knowledge, ensure technical documentation is thorough, and make ongoing support as efficient as possible. Responsibilities: Answering incoming calls to Service Desk, logging and actioning end-user service requests in PSA system, following Service Desk procedures and policiesAddress technical queries promptly and efficiently, prioritising them to meet KPIs and customer service expectationsProviding timely updates on tickets to end-users via telephone, email and PSA systems such as AutotaskDiagnose and resolve technical issues, escalating where necessary using escalation process and protocolsRespond to escalations from First Line Engineers by offering support and technical advice to resolve client queries in a timely mannerInstall, maintai