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Tier 2 Technical Engineer

This role is based within the Technical Department and reports directly to the Service Desk Manager. The majority of the role is based out of the office, visiting sites, providing onsite engineer installations and support to clients.

Key Roles

  • Providing excellent customer service and onsite support
  • Managing personal Service Desk ticket queue ensuring ticket data is clear, concise and up to date
  • Assessing issues quickly, taking appropriate action and escalating when required
  • Communicating closely with Account Managers on client issues
  • Determining that the Service Desk Team have diagnosed an issue correctly
  • Mentoring and offering assistance to the Service Desk Team with advice and experience
  • Delivery and deployment of onsite installations, project tasks and work orders
  • Resolving client backup solution issues
  • Meeting SLAs and Service Desk targets for quality and performance
  • Undertaking scheduled site visits to prospect customers and existing clients
  • Variable match day support at West Bromwich Albion FC


  • Windows Desktop Support
  • Microsoft Exchange Server and SQL Server Support
  • Virtualisation concepts and support including ability to troubleshoot ESXi and vSphere systems
  • Ability to deploy Cisco Networking devices and troubleshooting
  • Commercial acumen to spot sales opportunities
  • Excellent written and verbal communication skills
  • Strong ability to self-learn and progress
  • Experience of Remote Desktop and Citrix
  • Ability to trouble shoot Client VPN and Site to Site VPN
  • Mandatory Driving Licence

You should be able to work autonomously without the need for direct supervision. Travel is key to the role and working outside standard offices hours may be required to be able to meet the demands of the role.

Reports to
Service Desk Manager

Apply here.
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