Technical Support Analyst - 1st/2nd Line Support

NST Recruitment Limited
11 Nov 2017
16 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 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 eg 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 - provided by Dice DSL, INCIDENT MANAGEMENT, INTERNET, MICROSOFT, MOBILE, UNIX, VPN, WAN