2nd Line Support Engineer

Job Title: 2nd Line Support Engineer

Location: Remote (UK)

Salary: £39,000 - £51,000 per annum

Hours: Monday to Friday, 8:00 AM to 5:00 PM

Contract: Permanent, full-time

Harborside Advisors helps manufacturers cut downtime and scrap through lean, Six Sigma and plant layout work. Our consultants implement and support ERP systems, mostly SAP, Oracle NetSuite and Microsoft Dynamics.

Role overview

Our IT team closes around 600 tickets a month and needs one more person on the desk. The 2nd Line Support Engineer is the first point of contact for staff with computer, phone, printer and account problems. We are headquartered in Newark and have been hiring remotely since 2020. We hire in the UK through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Expect to work a schedule that overlaps with US Eastern business hours until about noon ET. A quiet workspace and good internet are required.

Key responsibilities

• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice
• Keep ticket notes and time entries up to date
• Track hardware inventory and warranty status in the asset system
• Escalate network, server and application problems to the right team with clear notes
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone
• Write and update knowledge base articles for common problems
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID

Qualifications

• 7+ years of help desk or desktop support experience
• Customer service skills and patience with non-technical users
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting
• CompTIA A+ certification or equivalent hands-on experience

What you get

• Monthly internet allowance
• Two weeks of paid leave at year end
• Public holidays observed per your country
• Health insurance through our employer-of-record partner

You must have the right to work in the UK.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Harborside Advisors.