2nd Line Support Engineer

06 May 20222022-05-06
Dorking, Surrey
£25,000-£30,000 DOE
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Our client is an award winning, highly customer-focused and forward-thinking business with significant annual growth year on year – growth that is creating opportunities for the right individuals to carve out excellent careers within the IT industry.  As they enter an exciting new phase, they are looking for a 2nd Line Support Engineer to complement their existing team.  The company offers great development exposure and remote working is offered but you should be within commutable distance of Dorking.

Responsibilities:

  • Answering inbound calls from clients.
  • Picking up tickets from the second line issue board and managing tickets to closure, it is expected that on average upwards of 20 plus tickets will be closed within a shift.
  • Identify where tools, processes and systems are impacting closure rates.
  • Be capable of understanding the number and type of issues you have personally closed and be capable of discussing any problematic tickets with peers and line management.
  • Supporting the customer base with a varied range of technologies including desktop support, email issues, connectivity requirements, printers, telephone systems & 3rd party applications.
  • Keeping the customer and ticket updated with developments.
  • Where required escalating the ticket either within the team or on to the next support level.
  • Achieving SLA targets / Documentation & Information / Customer satisfaction / Supporting 1st line team / liaising with 3rd party suppliers

Experience desired:

  • Previous experience with a ticketing system.
  • Troubleshooting connectivity issues including firewalls, VPN, WAN & WIFI.
  • Windows Server deployment and troubleshooting.
  • Experiencing managing monitoring systems such as PTRG.
  • Storage solutions such as Datacore, VSAN, Nexans.
  • Advanced Windows desktop support.
  • Virtualisation – VMware, HyperV.
  • 1 Years’ experience on a Help Desk.
  • Strong Customer service Ethos.
  • Previous experience with on-prem Exchange and Exchange Online.
  • Network security and cyber security.
  • VOIP & telecommunications support.