2nd / 3rd Line Technical Support Engineer

Fortis Hosting Ltd
£20k - 23k per year
05 Oct 2017
02 Nov 2017
Contract Type
Full Time
2nd / 3rd Line Technical Support Engineer Location: Uxbridge Salary: £20,000 - £23,000 per annum About the Company: Fortis Hosting has arisen from over 30 years of combined experience from the Directors within the technology arena. We have extensive relationships nurtured over time with key vendors such as Microsoft and HP and have a proven track record with service provision within both the private and public sector (to include: Education, Charity and Local Government). Duties of the 2nd / 3rd Line Technical Support Engineer: - The successful candidate will be dedicated to handling initial technical calls be solved and escalated where appropriate. The role involves working to resolve issues by looking for solutions and replicating customers' problems in house - Escalating issues to suppliers and development teams to reduce any potential delays. Conducting extensive troubleshooting to identify the root cause of an issue. Responding to and analysing complex technical queries that may require deviation from standard procedures and directing clients through issue resolution including occasional customer site meetings, providing status reports and regular updates - Recording customer contact and activities in the helpdesk system - Updating and managing the current working knowledge of the cloud products and services - Working on the helpdesk providing technical support team by telephone, email and remote assistance - Helping to manage support incidents for Engineers who are out of the office on installations Required Skills and Experience of the 2nd / 3rd Line Technical Support Engineer: - Previous experience gained working within a customer-focused environment - Problem solving in the course of day-to-day activity - Good communicator with the ability to build good relationships with customers - Analytical thinking and decision making - Experience of Microsoft Windows Server and Client platforms, Active Directory, IIS and Microsoft - Exposure to Apple MAC, and Linux essential - Good communicator with an excellent telephone manner and high levels of spoken and written English - Ability to cope well under pressure - Ability to work independently and as part of a team - Excellent timekeeping - Knowledge of infrastructure builds, manage and suggest recommendations on network upgrades build - An active interest in IT and technology - A great desire to learn new technologies and constantly push knowledge and skill set. - Good knowledge of the following cloud products and solutions. - Cloud backup - Hyper-V based solutions - Hosted Exchange - Active Directory - SharePoint - Web Hosting - Hosted Email - Infrastructure as a Service - Labtech Monitoring and Management or any other RMM - Microsoft Office 365. 2nd / 3rd Line Technical Support Engineer Benefits: - 20 days holiday plus bank holidays - Free onsite parking - Company pension scheme - Healthcare plan. If you feel you are suitable for this 2nd / 3rd Line Technical Support Engineer then please apply today!
This job was originally posted as www.jobsite.co.uk/job/959262378