2nd Line Support Engineer
2nd Line IT Support Engineer - Doncaster 17-22K
Clemence Rogers are currently recruiting for a 2nd Line IT Support Engineer based in Doncaster. This is an exciting opportunity to join a technical support team and build a career within a growing business. You will ideally have experience of a 2nd Line support and have the ability to work under pressure and be a team player with the professionalism to build relationships with both internal colleagues and external clients. This is a position for a customer facing role therefore good communication skills with a proactive can do attitude to IT support are essential.
To assist with technical support issues to ensure they are resolved within SLA timeframes
To Undertake initial diagnosis of an incident with the appropriate priority, category, and incident
summary details or error messages.
To keep up to date on changing processes and procedures
Proactively flag incidents where no knowledge solution was found
To ensure the accurate and timely flow of unsolved cases to the escalation process.
To log all support calls in the service desk, use and verify knowledge in the knowledge
management database and where necessary liaise with external support and assist with
contracted clients technical issues Requirements
To be able to work under pressure, self motivated and a team player
Exceptional customer service skills
An understanding of IT Infrastructure
Experience of 2nd Line Support
Installation, configuration and support
Networking knowledge (DNS,DHCP, TCP/IP)
Anti-Virus Installation and Support ideally with McAfee / Symantec Product Suites
Microsoft Exchange and Window server including active directory