1st/2nd Line Support Engineer

  • Location:

    Staffordshire, England

  • Sector:

    IT

  • Job type:

    Permanent

  • Salary:

    £21000 - £25000 per annum

  • Job ref:

    JF/001_1599126972

  • Published:

    23 days ago

  • Start date:

    ASAP

  • Client:

    Undisclosed Company

Role: 1st/2nd Line Support Engineer

Type: Perm

Start: ASAP

Salary: £25,000 per annum (Dependant on experience)

The ideal candidate will have a minimum of two years' experience in a similar technical role, although candidates who can demonstrate a track record of fast paced learning may be considered.

Main Duties:

  • Provide 1st line interface with customers logging issues covering all support channels (email, telephone, portal and instant messaging)
  • Manage incident lifecycle from logging, investigation through to resolution
  • Provide 2nd line support for the MS technology's including, Office 365, InTune, Windows 7,8 10, Azure
  • Carry out and manage technical escalation to 3rd line, service management and project teams
  • Work with Service Managers/Service Desk Manager on reporting
  • Provide technical assistance to projects teams
  • Monitor and progress incidents, changes and requests assigned to other team members
  • Create and maintain knowledge base articles around core internal and customer technologies

Essential Experience:

  • Worked in a IT support role
  • IT infrastructure support working across a range of up to date technologies including Office 365,
  • Exchange, Windows 7, 8 and 10, Active Directory, Mac OS, Apple iOS and Android
  • Logical and methodical problem-solving skills
  • Ability to convey technical issues simply to end users
  • Understanding of customer service skills showing empathy, confirming understanding, effective listening etc
  • Awareness of ITIL
  • Creation of knowledge base articles around core internal and customer technologies

Aptitudes and Attributes

  • Excellent written and verbal communication
  • Able to manage time and work under pressure to tight deadlines
  • Able to manage the demands of numerous tasks
  • Able to work on own initiative and within a team environment
  • Self-motivator and able to motivate others
  • Diplomatic when faced with issues

Other Requirements:

  • Willing to undertake further training to fulfil the requirements of the role
  • Continuous development of technical skillsets through research and lab creation
  • Extended hours support coverage and infrastructure maintenance
  • Willing to work additional hours to meet the demands of the role
  • May be required to travel on company business ad-hoc basis

Due to the volume of applications, we regret that we can only respond to those meeting our above requirements.

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