2nd Line Support
2nd Line Support
Job Type - Permanent
Salary - 25K to 30K
We're looking for a Desktop Support Technician / 2nd Line Support Technician to join a great business in Norwich
The overall purpose for this role is to ensure that business systems, and office environment, including remote working facilities, are suitable and operational to enable team members to work efficiently and effectively. The post will report to the IT Support Manager to ensure that the company's business systems (ICT, hardware and software, phones, printers, etc.), processes and environment (office facilities, etc.) are appropriate and operational across all offices.
This will involve managing assigned cases and assisting other team members when necessary. You will need strong communication skills to update our customers about the status of their outstanding cases on a regular basis. A duty engineer rota is in place for occasional out of hours' support. The candidate would ideally have at least 5 years' experience from working within either an internal or outsourced IT department.
Utilise investigative lines of questioning in order to perform effective and informative troubleshooting activities
Resolve escalated calls to a very high standard
Ensure that customers are consistently managed with a very high calibre of professionalism
Take ownership of calls
Perform on-going and pro-active administrative IT tasks, with high levels of integrity
Please apply with your most recent CV for consideration.
Keywords - IT Support Engineer, Desktop Support, 2nd line support, desktop engineer, 2nd line engineer, Senior IT Engineer, senior IT Technician
Commutable from - Great Yarmouth, Lowestoft, Beccles, Fakenham, Dereham, Thetford, Watton