2ND LINE SUPPORT ENGINEER

Recruiter
Get-Recruited (UK) Ltd
Location
Ilkley
Salary
£20000 - £22000/annum BENEFITS
Posted
15 Jun 2017
Closes
15 Jul 2017
Contract Type
Permanent
Hours
Full Time
2nd Line Support Engineer

Ilkley, West Yorkshire

Up to £22,000 + Benefits

THE COMPANY:

My client is a rapidly expanding organisation who is recognised as a leader within their respective sector. The business has a clear strategy for growth and this has now created a number of opportunities within the companies technical team.

They provide a highly supportive environment where personal development is promoted at all levels to enable the successful candidate to grow along with the company.

This is a fantastic time to join this highly diverse organisation and build a long term career.

This role provides the opportunity to work with the latest technologies in a challenging environment, with invaluable on the job experience and formal training.

THE ROLE:

* We are looking to recruit a 2nd line engineer to join the Technical team
* Responding to incoming phone calls and emails within agreed targets
* Logging and maintaining records within the help desk system
* Effectively managing own work list, taking ownership of calls and progressing these through to resolution in line with agreed service levels
* Demonstrating effective troubleshooting of incidents
* Liaising with 3rd party suppliers as required
* Effective escalation of cases to the Network Operations Centre team
* Consistently demonstrating excellent levels of customer care
* Proactively maintaining customer systems and responding to monitoring alerts
* Providing assistance to customers both remotely and through onsite visits
* Effective escalation of complaints to line manager
* Creating and maintaining technical documentation and user guides
* Carrying out onsite installations, networking and VOIP (including customer training)
* Support to 1st Line Engineers and Apprentice Engineers
* Providing support to customers on business critical services
* Excellent customer service and the ability to talk through technical issues in simple terms?

THE PERSON:

Essential

* Prior experience in a technical support role
* Excellent customer facing skills and natural ability to build relationships
* Strong customer service skills, verbal and written, with ability to work effectively at all levels
* Good organisational skills and ability to effectively multi-task
* Strong trouble-shooting skills
* Strong understanding of Microsoft technologies
* Good knowledge of networking, security, VOIP and broadband technologies
* Good understanding of DNS and SMTP
* Some understanding of routing protocols
* Experience of firewall configuration
* Full UK driving licence

Desirable

* Experience in supporting Fortinet technologies
* Knowledge of web filtering technologies (LightSpeed Systems preferable)

TO APPLY:

Please send your CV for immediate consideration