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2nd Line Support Engineer - Cloud based products - O365

  • Salary: Up to £140 per day
  • Job type: Contract
  • Location: Bellshill, North Lanarkshire
  • Sector: IT
  • Date posted: 29/01/2018
  • Job reference: J358732A

2nd Line Support Engineer - Cloud based products - O365 - Customer Service - Fix, Troubleshoot, Resolve - SQL - Communication to non-technical users - Basic Disclosure

My client a leading technology provider to the Education Sector is seeking a Customer focussed 2nd Line Support Engineer to join their existing team in Bellshill.

The successful candidate will be required to provide 1st & 2nd line telephone, email and online based technical support to customers with issues and queries surrounding Cloud based products and O365.

With a background in completing service calls including troubleshooting and resolving incidents, you will also be able to identify and implement tasks to improve processes, simplify activities, and improve customer engagement/ satisfaction

Key Duties:

  • Managing support calls prioritising, fixing and escalating effectively.
  • Liaising directly with customers and be required to close calls within stated service level agreements.
  • Working with colleagues to ensure that all telephony and call handling targets are met successfully.
  • Logging support calls on behalf of customers.


  • 1st/ 2nd Line Telephony support including experience of supporting Cloud based or server hosted applications
  • SQL scripting experience
  • Excellent Customer Service skills
  • General networking knowledge on platforms such as: Microsoft Server 2008/2012 and Microsoft Exchange
    Database administration
  • The ability to liaise with technical and non-technical users effectively

Please note candidates must be willing to undergo a Basic Disclosure Scotland check before the contract commences

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