2nd line support engineer

Ref No. BHN528980
Salary £23,000 - £33,000/annum
Location Leeds, England
Job type Permanent
Job Status Open


  • Your role is to provide escalation support for 1st line call centre staff and engineers


2nd line support engineer

The Job

Principal Duties and Responsibilities:
  • Your role is to provide escalation support for 1st line call centre staff and engineers (in house and/or external contractors), as well as directly handling customer support requests. The technical support team also assist with order processing and service provisioning, as well as individual projects relevant to their role.
  • As a customer facing representative of Boundless Networks, you are expected to present a smart and professional image and deliver an exemplary customer experience as an integral part of the role.
  • As a member of the technical support team you are expected to carry out your duties in line with all company network policies and standards
  • You may also be asked to take on other relevant duties from time-to-time.
  • Suitable candidates will have good experience in these areas:
    1. Supporting end users including troubleshooting internet connection faults
    2. Good customer service skills
  • Day-to-day tasks will include:
    1. Support ticket handling inline with SLA targets
    2. Handling internal technical processes such as package changes or line of sight checks
    3. Escalating network issues to the Network Operations Centre (NOC) or external supplier
    4. Update network documentation
    5. Other projects as define by the Team Leader or Management Team

Preferred Education and Work Experience Requirements:
  • Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
  • Excellent computer proficiency (MS Office - Word, Excel and Outlook)
  • Good understanding of WAN, WIFI and router configurations.
  • Ability to problem solve through situational, on-the-job and work assessments.
  • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
  • Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
  • IT, Numeracy and Literacy Skills to Level 2 or equivalent.
  • Previous work in an ISP support environment is preferred.
  • Experience working with one or more of these vendors is ideal but not preferred: Mikrotik, Ubiquiti, Cambium. Vendor specific training is provided.

Andrew McGill
manages this role


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