2nd Line Support Engineer

Recruiter
C P S Group
Location
Cardiff
Salary
£27000 per annum + Additional Benefits
Posted
14 Jul 2017
Closes
13 Aug 2017
Contract Type
Permanent
Hours
Full Time
Reporting to the Team Leader you'll be part of a 2nd Line support team, supporting the mission critical infrastructure of our clients, delivering a responsive and exceptional support service for client events and requests. Using a best-in-class client service management platform you will effectively manage calls assigned to the team queue and manage all client communication in line with client support related processes.

The 2nd Line Support team are responsible for maintaining and enhancing the service we deliver to our clients by effectively:

* Managing all requests logged into the queue
* Managing client communication on all issues and requests
* Proactively reviewing high level problem management
* Reducing the number of repeat issues through route cause analysis
* Building strong client relationships by becoming a point of contact for clients
* Working with internal departments to mitigate client concerns

You'll achieve common goals in a positive learning environment where knowledge sharing will help propel you to the next level of your career. Your day-to-day role will expose you to a broad range of technologies and in addition to our online training portal - you'll be supported by both internal and external training. Longer term objectives will concentrate on developing the skills and experience necessary for you to progress into a Client Support Engineer - Level 3 position, or alternatively into one of our SME teams via our development path program aimed at building high level technical understanding in a full range of specialties.

Key Responsibilities

oRespond to client issues received by telephone, voice mail, e-mail and via the customer portal
oManage and complete scheduled tasks on time
oEnsure effective client communications take place
oEnsure the effective assignment and escalation of incidents to senior engineers where appropriate
oAdvise the Team Lead of emerging issues
oAdherence to ITIL framework processes
oContribute documentation to the shared knowledge base
oEnsure all changes are documented through the change management process
oExecute change management tasks in line with defined processes
oTake a leading role in the analysis and resolution of problems as raised by the problem management function and by clients
oAssist and mentor team members in a structured approach to troubleshooting problems
oAct as a role model and mentor for fellow team members
Knowledge
oPossess a strong understanding of server and network infrastructure architecture
oGood experience and hands-on troubleshooting of Microsoft Windows Server 2008 and/or 2012, Microsoft IIS, SQL Server, Active Directory, networking infrastructure, VPN
oGood knowledge and understanding of internet/e-commerce technology and its importance to organisations
oAn understanding of Infrastructure technologies like Storage Area Networks, Open Systems and Networking
oAdditional preferred knowledge: VMware ESX, VSphere, Exchange, Cisco experience, ITIL
Skills
oGood problem solving and analytical skills with knowledge of problem analysis methodology (e.g. Kepner Tregoe) desirable
oA 'client centric' approach
oExcellent demonstrable English written and verbal communication skills
oAble to communicate in groups with confidence and conviction
oAbility to multi-task and work well under pressure
oGood team working skills are essential
oAbility to document processes and procedures in a clear, concise and logical manner
oExceptional customer service skills
oIdeally Microsoft Server 2008/2012 Qualified (MCITP/MCSE)
oITIL certification desirable


CPS Group (UK) Ltd is acting as an Employment Agency in relation to this vacancy.