Technical Support Analyst - 1st /2nd Line Support

NST Recruitment Ltd
£19,000 + Shift Allowance (£5,475)
09 Nov 2017
16 Nov 2017
Contract Type
Full Time

Technical Support Analyst


£19,000 + Shift Allowance (£5,475)

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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