We are looking for a highly-skilled and customer-focused 2nd line Support Engineer to join our clients appliaction support team in Ipswich, responsible for providing advanced technical support to resolve escalated issues from the 1st line support team. The role requires a deep understanding of the organisation's systems, applications, data and infrastructure to ensure timely resolution of complex technical problems while maintaining excellent customer service standards.

You will be joining a fantastic business who are held to a high regard locally, you will recieve great benefits including private healthcare, yearly bonus and hybrid working.

Key Accountabilities

• Take ownership of escalated incidents and service requests from first-line support.
• Troubleshoot and resolve complex software and data defects and performance issues.
• Perform root cause analysis to identify recurring issues and communicate with development teams to propose long-term solutions.
• Provide guidance and mentorship to first-line support staff on technical issues
• Collaborate with third-line support, development, or infrastructure teams to resolve critical issues.
• Escalate unresolved issues to third-party vendors or senior engineers, as needed.
• Act as a liaison between support teams and stakeholders to communicate technical details effectively.
• Maintain detailed incident and problem logs in the ticketing system.
• Develop and update internal documentation, including troubleshooting guides and technical manuals.
• Share knowledge with the first-line team to enhance their troubleshooting capabilities.

Candidate Profile
Previous experience in a technical or a technical support environment e.g. IT Support, IT Development
Previous experience in troubleshooting and resolving IT issues in a commercial environment
Previous exposure to programming languages such as Javascript, HTML
Familiarity with databases and SQL
Excellent communication skills - verbal and written