2nd Line Technical Support Engineer

Profile Resourcing Limited
Milton Keynes
08 Mar 2018
16 Mar 2018
Contract Type
Full Time

2nd Line Technical Support Engineer

Milton Keynes Based £20-30K DOE

Do you have at least 3 years Technical Support experience and want to work for a leading Managed Service provider

As a 2nd line Service Desk Engineer your role will to ensure that all clients have continual exceptional operational service and that all support is performed with minimal business impact on the customer within agreed service levels.

You will be required to provide support across many platforms for multiple clients using both remote support from the office or onsite as required (although the role is 95% office based).

Main Responsibilities:

  • › Answering calls in a friendly and professional manner from clients with technical issues.
  • › Identify the root cause of issues during trouble shooting.
  • › Logging detailed and accurate information into the Call Management system.
  • › Efficiently handling incoming technical support incidents, requests and changes.
  • › Taking responsibility for your personal call queue, ensuring that all calls are closed in a timely fashion.
  • › Communicating with clients to keep them updated on the progression of their issue and ensuring that customer satisfaction remains high.
  • › Resolution of calls ranging from simple password resets to complex server queries.
  • › Perform software builds/rebuilds on PCs and laptops as required.
  • › Fixing hardware faults and install upgrades to clients’ hardware.
  • › Escalating calls to the 3rd line team as necessary.
  • › Attending customer premises to perform on-site work.
  • › Additional duties as directed by the Technical Delivery Manager and Team Leaders.

Essential skills & experience:

  • Good knowledge and experience with Exchange and Office 365.
  • › Strong knowledge of Windows 7, Windows 8, and Windows 10 operating systems.
  • › Good understanding of Microsoft Office software
  • › Experience working with servers (Server 2008, 2012, & 2016)
  • › Desire to provide outstanding customer service to our clients.
  • › Excellent communication skills, both written and verbal.
  • › Friendly, confident and professional telephone manner.
  • › Eager to learn new skills and invest in personal development.
  • › Good attention to detail with well-developed problem solving skills.
  • › Time management skills with the ability to prioritise effectively.
  • › Self-motivated with the ability to work alone and as part of a team.
  • › Minimum of three years in technical support.

Desirable for the role:

  • › MCSA qualified or working towards
  • › Comp TIA N+

In return the client will provide a great working environment and very competitive salary.

This job was originally posted as www.jobsite.co.uk/job/960295564

Similar jobs

Similar jobs