Technical Support Analyst - 1st/2nd Line Support

NST Recruitment Ltd
£18,250 + Shift Allowance
07 Oct 2017
08 Nov 2017
Contract Type
Full Time
Technical Support Analyst Exeter £18,250 + Shift Allowance Our client is a leading IT Communications provider who are seeking an 1st /2nd Line - Technical Support Analyst to join their reputable team. The IT Support Engineer with provide a high level of technical support across a variety of technologies, including Software applications, PC's/Laptops and Mobile Devices IT Support Engineer - Key Responsibilities - In conjunction with the customer, service provider(s), and colleagues, undertake detailed diagnostic and troubleshooting routines. - Own incidents to resolution or, where unable to resolve, escalate to the correct senior team. - Provide exceptional customer service through proactive management of customer faults within Service Level Agreements - Ensure all ticket queues are managed in line with quantitative and qualitative objectives of providing exceptional customer service through Technical Support - Adhere to all appropriate processes and procedures e.g. Incident Management, Complaints Management - Comprehensive understanding of the Internet and related protocols: TCP/IP, WAN Switching, VPN, DSL topology - Good understanding of Computer Operating Systems, Computer Networks and Internet Related Software - Good experience of working in a Unix/Microsoft environment. - Strong trouble-shooting/diagnostic and analytical skills
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