Job Description
As a 2nd Line Support Technician, you will be a vital escalation point within our tiered support model. You will work closely with our 1st Line teams and collaborate with the 3rd Line EUC specialists to resolve complex technical issues, support infrastructure improvements, and contribute to meaningful IT projects.
This is a hands‑on role where customer experience matters just as much as technical capability. You will help keep IT services running smoothly through proactive maintenance, careful change control, and clear documentation – all while building trusted relationships with public sector stakeholders.
What you will be doing
- Acting as an escalation point for technical issues that cannot be resolved by 1st Line support
- Collaborating closely with 3rd Line teams on complex incidents, problem management, and projects
- Supporting and maintaining customer IT infrastructure, including regular patching and software updates