2nd / 3rd Line Support Engineer

2nd / 3rd Line Support Engineer


Job Spec...

  • Job Type: Permanent - Full-time
  • 38.25 hours (Monday to Friday)
  • Location: Kidderminster
  • Salary: Dependent on experience
  • Team: Technical  


  • Attractive salary package, dependent on experience
  • 25 days’ holiday plus bank holidays
  • Private healthcare
  • Employee benefits package including leisure, travel and retail discounts
  • Employee referral bonus scheme
  • Monthly dress down days
  • Company pension scheme
  • Free on-site parking
  • Development opportunities

Opportunity Overview...

Technology underpins everything we do at OGL, meaning we constantly adapt to understand the latest technologies and stay ahead of the competition. So, if you are ready for your next challenge please get in touch!

As a 2nd / 3rd Line Support Engineer, you will be the escalation point for customers’ technical issues. You’ll be investigating challenging problems, diving deep into incidents to help resolve our customers’ queries.

Working with the latest technologies, which includes server and storage hardware, virtualised environments and Cloud services, you’ll be communicating with customers at all levels, translating between the technical and non-technical worlds. 

You’ll be prepared to suggest improvements to get to the root cause, work to move the technical solution forward and reduce the recurrence of issues.  No two days are ever the same so expect to be challenged in a fast-paced and enjoyable environment.

As part of our friendly, experienced and supportive team, you’ll deliver consistently high levels of customer service, delighting our customers at every opportunity.

Key Responsibilities...

  • Analyse, understand and resolve escalated technical issues
  • Handling complex or difficult customer issues
  • Make detailed notes to ensure incidents can be used to train others and our internal knowledge bases are maintained
  • Maintain and develop your IT skills to stay ahead of the game

Skills & Experience...

  • High level of technical experience gained in a hands-on role
  • Knowledge of servers and storage, virtualized environments and Cloud technologies
  • Exceptional communication skills
  • Server Support, Desktop Support, Operating system and technical Troubleshooting
  • Windows Server 2008-2012-2016
  • Networking protocols TCP/IP, DNS, DHCP, VLAN
  • Knowledge of Microsoft / VMware/ Citrix / Azure and O365 products or the majority of these

Next Steps...

Email our Recruitment Team at c[email protected] with your CV and a covering letter telling us why you are perfect for this role.

If you have any questions about this vacancy, please call 01299 873 873.

We reserve the right to close any vacancy from further applications when we have received a sufficient number of applications from which to make a shortlist. Please ensure you apply without delay if you wish to be considered for this role.

Reference 53/2019


Send your CV and covering letter telling us why you're perfect for OGL.

Email [email protected] or call our HR team on
01299 873 873 with any questions

We are currently recruiting for 2nd / 3rd Line Support Engineer, Software Incident Management Lead, Service Desk Co-Ordinator Find out more >