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2nd Line IT Support Engineer

  • Liverpool, England, United Kingdom
£27,000 - £33,000 per yearTechnical

Job description

No agencies, please
Aabyss is committed to investing in our team; our strength and culture are built on the hard work, professionalism and drive of our people. As part of a supportive and caring team, you will join a growing organisation that offers numerous benefits and opportunities for career development in a professional and modern working environment.  We want you to thrive as part of our loyal and engaged team, focusing on delivering customer service excellence and superior technology solutions.

We are seeking a 2nd Line IT Support Engineer to join our Technical department. The 2nd Line Support Engineer acts as the first escalation point from 1st Line Support Engineers along with more complex client incidents, service requests and planned work. 2nd Line Support Engineers take ownership of customer tickets and see these through to resolution by following the Aabyss documented processes or troubleshooting, researching, diagnosing, and identifying solutions and creating the relevant documentation.

The ideal candidate should have excellent communication skills, be customer-focused, and have a strong technical background. You should be able to work well under pressure and prioritise tasks effectively. You should also be able to work independently and as part of a team.

  • Provide technical support to clients via phone, email, and chat by following the Aabyss documented processes.
  • Troubleshoot and resolve technical issues
  • Escalate issues to 3rd Line Support when necessary
  • Document technical issues and resolutions
  • Provide excellent customer service
  • Attend site when required (company van provided)

If you are passionate about technology and enjoy helping people, then we want to hear from you. Please apply with your CV and cover letter.

Job requirements

The ideal candidate will have a passion for technology and a desire to provide exceptional customer service.

  • Provide a ‘World Class’ example of customer service
  • Ticket qualification - Ask customers targeted questions to understand the root cause of the quickly
  • Live our Core Values at all times.
  • Providing 1st line technical support to clients via the telephone and the Aabyss ticketing system. Including
    but not limited to:
    • Diagnosing and resolving software and hardware faults.
    • Installing, configuring, and supporting desktops and laptops.
    • Supporting users and their devices.
    • Attending site to provide support and installations
    • Ensuring that clients are kept up to date at all times and effectively manage their expectations
    • Educating clients on how to use our supported systems.
    • Ensure the correct categorisation of each ticket and update throughout the ticket's lifecycle.
    • Escalating unresolved tickets to 3rd Line Support Engineers when required.
    • Complete 2nd Line Support Engineer tickets following company templates, checklists, and guidelines.
    • Follow all company standards and procedures as currently documented.


  • 2+ years’ experience as an Engineer providing IT support
  • Drivers Licence
  • Must live in a commutable location to Liverpool L24
  • Ability to communicate well with non-technical customers, vendors, non-technical end users and colleagues.
  • Knowledge, understanding and experience in the following areas:
    • Windows and Mac operating systems
    • Microsoft 365
    • Active Directory, Azure AD
    • Computer hardware
    • Networking concepts and protocols


Knowledge, understanding and experience in the following areas or products, will aid in the transition, however
training will be provided where required:

  • Autotask PSA
  • Datto RMM
  • IT Glue

If you do not meet the above essential requirements, we appreciate your interest in the position, but we kindly request that you do not apply. Thank you for your understanding.


25 days holiday plus bank holidays

Company profit share

Private medical insurance

Company contributory pension scheme

Cycle2Work scheme

Free onsite parking