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Location: Newcastle upon Tyne Tyne and Wear Newcastle upon Tyne NE12 8BX
Salary: £30000 - £40000
Sector: IT Support  
Type: Permanent
Posted: 03/30/2020
2nd Line Support Engineer Ronald James Group 2020-02-28

An exciting opportunity exists for an individual with the right shared common values to join.

This client is committed to encouraging growth and innovation, promoting a fun and friendly place to work and providing a supportive environment for all of their staff, whilst delivering on excellent customer service and exceeding in everything they do.

If you are a positive, ethical individual committed to continual improvement, support of your colleagues with excellent communication and interpersonal skills then please be encouraged to apply for this position.

Main Purpose of Job: To supply technical assistance to their customer base, and support to other lines within the business. A team focus is essential. 

Who You'll Be

  • Managing Customer Expectations.
  • Caseload & Time Management.
  • Supporting Colleagues with Technical Knowledge.
  • Managing Complex Cases.
  • Obtaining and Maintaining Professional Certifications.
  • Supporting Management Team.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.  


a. Responsible to: Customer Service Manager & Technical Director.
b. Responsible for: Self, Trainees & Apprentices.
c. Liaison with: All Internal Business Areas, Third Party Vendors\Partners and Customers.


  • Proficient for 2 Years or more in the following:
  • Working Knowledge of Routing Protocols, inc OSPF, BGP & EIGRP
  • A proven track record working troubleshooting LAN, WAN & Internet Technologies
  • Experienced in Deploying & Supporting Cisco ASA Security Appliances
  • Minimum Certification:
  • Cisco Certified Network Associate (CCNA, current)
  • DBS 5 Year Screening
  • Good numeracy, Literacy and Communication Skills


  • 2 Years or more supporting Microsoft Windows Server environments, 2008 R2 and above.
  • Microsoft Certified Systems Administrator (MCSA) in Windows Server 2012 or above.
  • Familiarity with Virtual Technologies, i.e. VMWare (ideally VCP) and\or Hyper-V.
  • Experience with administering and troubleshooting Mitel phone systems.


  • Generous holiday allowance
  • Pension scheme
  • Great starting salary
  • Opportunity for progression
  • Flexible Time
  • Home Working

Could this be the role for you?

If you’d like to have an informal chat about your potential in this role, book in a call with one of our friendly talent advocates on 0191 620 0123 who can provide details, advise and guide you with your job search.

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