This dynamic IT Services company is looking tor recruit a 2nd Line Engineer.
As a 2nd Line Engineer, you will be responsible for providing technical support to the client base.
Main Duties & Responsibilities:
- Deliver high quality remote support on a range of technical incidents and problems across the client base
- Respond to and effectively resolve or escalate customer incidents, queries or complaints.
- Handle incidents and escalate problems on the various platforms and supported networks from logging ticket to resolution
- Perform IT administrative tasks on both user and server related issues
- Communicate with customers and suppliers/3rd parties at all levels internally and externally
- Help support, train and mentor other team members
- Take a ‘hands on’ problem solving approach; solving problems within strict SLA timeframes
- Take ownership of incidents assigned to you and manage them through to resolution
- Ensuring SLA’s are met; time to respond, time to resolve and first-time-fix
- Deliver Client Projects (Hardware / Software / Cloud solutions)
- Application troubleshooting
Required Attributes
- Solid communication skills to understand client/client representatives concerns and requirements
- Microsoft Desktop Experience (with certification)
- Microsoft Server Experience (preferably with certification)
- General Technical Troubleshooting and problem-solving skills
- Clear Understanding of IT Methodology and Best Practise (preferably with certification)
- Able to prioritise under pressure and to work to deadlines
- Technically focussed but commercially aware
- Positive Disposition with a sense of humour
- Driven by results and by performing at the highest level
- Reliable and Punctual
- Ability to work within a team and add value to the members
- Comfortable communicating with staff of customers and internally at all levels (Owners trough to junior staff)
- Willingness to gain relevant qualifications and accreditation’s
- Able to work under pressure
Benefits Included:
- A Great Working Environment
- Training & Development Package
- 20 Days Paid Leave (increasing by 1 each year up to 25 days)
- Reward Gateway Employee Benefit Scheme
- Cycle to Work Scheme