3rd line Support Engineer

Recruiter
DCV Technologies
Location
Aylesbury
Salary
excellent hourly rate - 3 months
Posted
10 Nov 2017
Closes
16 Nov 2017
Contract Type
Contract
Hours
Full Time

3rd line Support Engineer

We urgently need an experienced and professional 3rd Line Support Engineer to provide third-level contact and problem resolution for all users with hardware, software and applications problems. Experience of 2nd line and Desktop support is also required.

Role:

·Respond to requests for technical assistance in person, via phone, electronically.

·Advise user/s on appropriate action/s.

·Follow standardized operating procedures.

·Log all help desk interactions.

·Administer help desk software.

·Redirect problems to appropriate resources.

·Identify and escalate situations requiring urgent attention.

·Prepare activity reports.

·Stay current with system information, changes and updates.

·Create knowledge articles as appropriate.

·At all times work with a sense of urgency and commitment to understand business partners urgency and impact of concerns.

·Meet or exceed service level agreements when dealing with incident, change, or problem management.

·Determine methods and procedures on new assignments.

·Understand implications of work and make recommendations for solutions.

·As a skilled specialist, complete tasks in creative and effective ways.

·Work on assignments requiring considerable judgement and initiative.

EDUCATION & EXPERIENCE REQUIREMENT

·University degree or equivalent in the field of computer science and/or 6+ years related work experience.

·Additional experience may substitute for education.

PREFERRED SKILLS & ABILITIES

·Problem solving.

·Root cause analysis.

·Create a trusting environment.

·Effective oral and written communication skills, learning skills, customer service orientation, problem analysis, problem-solving, adaptability, planning and organizing, attention to detail, participant in continuous improvement, stress tolerance.

·Basic understanding of business systems ERP systems such as SAP functionality.

·Basic understanding of scripting technologies such as Office macros, PowerShell, Windows Scripting Host and KIX.

TRAVEL REQUIRED

·Willingness to travel to suppliers and other sites both in the UK and occasionally overseas.


This job was originally posted as www.cwjobs.co.uk/job/77565282