2nd Line Support Engineer

Are you an experienced technical professional ready to own the resolution of complex IT challenges while guiding clients through a seamless support journey? We're seeking a dedicated and skilled Advanced Support Analyst to join our high-performing team at ROCK. In this pivotal role, you will handle escalated technical issues from our First Response Analysts, applying in-depth technical expertise and investigative skill to resolve incidents that require advanced troubleshooting. You will take full ownership of the client experience, from initial escalation through to resolution, and actively contribute to the development of internal knowledge and best practices. This role is key to enhancing the service desk's effectiveness, reducing escalations, and improving overall support quality. What you will be doing: As an Advanced Support Analyst, you will:

• Resolve Complex Issues: Take ownership of escalated tickets, performing advanced troubleshooting across systems, applications, and networks.
• Own the Customer Journey: Manage technical incidents from escalation to resolution, maintaining consistent, high-quality communication throughout.
• Investigate and Diagnose: Conduct root cause analysis on recurring issues to prevent future occurrences and inform strategic improvements.
• Document & Share Knowledge: Create and maintain clear, comprehensive knowledge base articles to support team learning and self-service capabilities.
• Contribute to Continuous Improvement: Identify trends, service gaps, or inefficiencies and propose enhancements to technical workflows or systems.
• Ensure Compliance: Adhere to ITSM processes, documentation standards, and company policies to maintain consistency and service excellence. Your Impact in Action:
• Technical Resolver: Solve issues beyond Tier 1 capability with a strong focus on resolution accuracy and speed.
• Client Champion: Own and elevate the client support experience during complex incidents.
• Knowledge Contributor: Help upskill the wider team through documentation and informal coaching.
• Process Enhancer: Recommend process changes to reduce escalations and improve first-time fix rates. What you need to succeed:
• Proven experience in a service desk or technical support role, ideally at a second-line level or higher.
• Strong analytical and diagnostic skills with experience resolving complex technical problems.
• Excellent written and verbal communication skills, with a commitment to clear, proactive client interaction.
• Thorough knowledge of IT systems, networks, Windows environments, and core applications.
• Experience working with service desk platforms and remote support tools.
• A proactive mindset with a focus on continuous improvement and quality delivery. Desirable Skills:
• Certifications such as CompTIA A+, Network+, or Microsoft Fundamentals.
• Experience in Managed Service Provider (MSP) environments.
• Knowledge of ITIL practices or certified and familiarity with SLA-driven support models.
• Contributions to team training, onboarding, or technical mentoring initiatives. If this sounds like you and you would excel, please apply directly through the link or reach out to Jack with any queries.