Role: 2nd Line EngineerLocation: AbingdonSalary: 30,000 - 36,000k Full Time on a 4-week shift pattern rotation Week A - Early''s - 08:00 - 16:30 - Office based - customer location Week B - Early''s - 08:00 - 16:30 - Office based - customer location Week C - Days - 08:45 - 17:15 - Office based - customer location Week D - Late - 14:30 - 23:00 - WFH - with support .Primary Purpose The Desktop 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. The role will involve the following;Providing support to our clientsHelp the Helpdesk Management Team with continued business improvementsProvide support to the apprentice, and 1st Line, engineersManage/Maintain all escalations from the apprentice, and 1st line, engineersWork alongside 3rd line engineers to escalate more problematic ticketsCommunicate daily to clients with open ticketsManaging the client''s expectations with ongoing ticketsEnsure all client related problems are logged correctlyInform the Desktop Team Lead 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 issuesUndertake any other reasonable duties as required to meet the needs of the business. Key Responsibilities Being the first point of contact for all incoming support call