2nd Line Support Analyst

Metier Recruitment
Carlton-In-Cleveland, UK
18 May 2019
27 May 2019
Contract Type
Full Time
2nd Line Support Analyst - Middlesbrough - c£18k - £25k depending on experience

We are looking for an enthusiastic, driven and confident individual to join our expanding Technical Support Team. This fantastic opportunity involves providing 2nd line support to customers throughout the UK and abroad.

Responsibilities include;
  • Provide remote & onsite 2nd line technical support for hardware and software issues to strict SLA's across a wide variety of technologies
  • Ensure all problem tickets are logged into our Helpdesk System with regular progress notes.
  • Keep the customer regularly updated with issue resolution progress
  • Work in collaboration with colleagues on major incident recovery
  • Proactively identify potential problems and issues on customer sites
  • Identify opportunities to implement improved solutions
  • Deliver exceptional customer service and demonstrate the ability and desire to go 'above and beyond' for our customers
  • Share technical knowledge and regularly update the ADNS Knowledge Base
  • Do research, testing, and development on imminent technologies
  • Engage in ongoing training and gain technical qualifications

Experience required includes;
  • At least five years experience of working in a busy IT Service Desk environment
  • MCSE or CCNA qualification
  • Virtualisation experience would be an advantage
  • Confident customer facing skills
  • Ability to prioritise work
  • Flexible approach to working outside of normal office hours if required
  • Full UK driving license

Please note thorough background checks will be undertaken for successful candidates.

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