2nd Line Support Engineer

Clemence Rogers Recruitment
18 May 2017
17 Jun 2017
Contract Type
Full Time

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.

Key Duties

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