2nd line Support Helpdesk Engineer 2nd line Support Helpdesk Engineer required to join a global accountancy firm based at Fenchurch Street (London). The ideal candidate would have at least ones year of experience working as a 2nd line Support Helpdesk Engineer and be confident enough to mentor a first line support engineer. The 2nd Line support Engineer must have supported an accountancy software before such as CCH, Iris, Sage equivalent. Day to day requirements: Dealing with escalations "up" from 1st line, and resolutions "down" from more senior/external resolving agencies Dealing with incoming calls, chats and emails when these exceed 1st line capacity Assisting with 1st line duties when required Following agreed resolutions where available Managing assigned tickets to an SLA Fully documenting all activity, using the ticketing system Learning and understanding products and resolutions in depth Continuously contributing towards service guides and knowledge, including authoring new resolutions from scratch Checking the fit/appropriateness of agreed and documented resolutions to tickets and suggesting improvements and changes if and when needed Ensure ticket SLAs are met and intervene when necessary including providing 1st line resolution Build, present and explain weekly and monthly statistical reports on issues, problem tickets and root cause analyses Requirements Ability to manage 1st line engineers, and external resolution agencies Excellent telephone manner and face-to-face communication skills Strong ability to follow agreed resolutions and help suggest new ones Advanced understanding of PCs, networks and communications, browsers and the Microsoft application stack Ability to learn about vertical applications specific to the firm, and the processes around the use of these - experience of these preferred (for example products from CCH, and experience of a document management system) Thorough appreciation of data sensitivity, privacy and security Salarry: £35000-£45000 plus added company benefits