2nd Line Support

2 days left

Recruiter
Harvard Associates Ltd
Location
Bristol
Salary
£25000 - £30000/annum company bonus
Posted
20 Jul 2017
Closes
19 Aug 2017
Contract Type
Permanent
Hours
Full Time
An Opportunity to work for a growing, ambitious and forward-thinking IT-services organisation based in Bristol"

2nd Line Support - up to £30k package

The Role of the 2nd Line Support:

You will be an active member of the Helpdesk and will deliver technical support to client systems - with specific expertise in core infrastructure (networks and servers). You will work alongside the other engineers on the Helpdesk with an active interest in developing his/her knowledge and the knowledge of teammates.

2nd Line Support responsibilities -

• You will be responsible for Level 1 & 2 support work, Managed Services (proactive) work (Specifically device monitoring alerts, backups,
• Infrastructure, virtualisation environments etc) and provide an overflow resource to the project teams when needed.
• You will be engaged in L1 technical work, providing resource on the Helpdesk to service contracts the company has. Responsible for the successful delivery of IT Support to end users and devices.
• You will be engaged in challenging L2 technical work, including maintenance of Server Infrastructure, Core Networking, Cloud and Hosted environments.
• You will have a client-facing function within the Helpdesk which includes building and maintaining relationships with clients and getting to know them over time. These clients will be face to face from time-to-time also.
• You will meet targets set by the Director, the criteria include Customer Service Quality, Technical Ability, Performance and Resolution Times, Teamplay.
• You will be responsible for Queue coordination, specifically the assignment of support tickets within the helpdesk to the correct queue and resources.
• You will actively supervise other staff members on the Service Desk. This will include inducting, training, monitoring, supporting and developing his or her team members.
• You will take a proactive responsibility in sharing knowledge (processes as well as technical know-how).
• You will be the technical role model to all IT engineers and will be an advocate for the company.

Candidate Requirements

The 2nd Line Support will ideally have one or more of the following:

Degree from University (2:2 or better) in any subject. Fields relating to IT, Business & Customer Service most appropriate.

Microsoft Certifications (MCP, MTA, MCSA, MCSE) - all are relevant.

CompTIA A+, N+, S+ are all relevant.

Other IT qualifications