Job Description
Job Specification:
Our Client is looking for an IT Technical Support Engineer to join its IT Department. The Support Engineer will be responsible for providing 2nd line support to customers
The 2nd line support engineer will be part of a high performing service desk team. The role will require the engineer to perform "First call Resolution" whilst demonstrating excellent customer service and communication skills. The role requires the engineer to deal with escalations from our 1st line team, liaise with our 3rd line team and resolve high level tickets where possible, and will resolve incidents and service requests within the agreed customer SLA’s, escalating tickets to the 3rd line team where appropriate.
Key Responsibilities:
• Log al
• l issues raised by phone/email/walk-up for end users
• Work to resolve all issues performing ‘First Call Resolution’ where possible using all resources available
• Provide regular updates to users
• Work with other IT Support teams to resolve issues
• Provide excellent customer service at all times
• Provide support to other staff members
• Escalate any calls you are unable to fix detailing any action already undertaken
• Respond in a positive way to any e-mail or phone logged call
• Provide clear and useful advice and status reports to clients as necessary
• Complete training requirements in allotted time
• Identify possible improvements
• Build relationships with IT teams
Key Requirements
• 3rd Level IT related degree desirable
• A+ and Network + desirable
• Understanding of ITIL framework
• Experience in adhering to KPIs
• Excellent communication skills with the ability to support clients remotely
• Ability to work independently or as part of a team to meet objectives.
• Flexible and willingness to adapt with business requirements.
• Takes a proactive approach to developing knowledge/skills, including developments concerning technology, end user devices and systems in general
• Excellent time management skills and ability to work under time pressure
• 3 years minimum technical support experience
Key Technologies
• Windows Server administration
• Active Directory
• Exchange
• Office 365
• Citrix
• Veeam
• DPM
• Azure
