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.