2nd Line Support Engineer

Glide Utilities Ltd
Stoneleigh Park, UK
03 Sep 2019
15 Sep 2019
Contract Type
Full Time
Job Description

Glide are currently looking for a 2nd line support engineer to join our team in Stoneleigh. (Coventry)

You will be an escalation point for the 1st line support team, but also dealing with 1st line tasks when the need arises to resolve connectivity and VoIP issues for our customers.

Provide internal support to staff based at our Stoneleigh office and assistance to our internal IT Team.

Duties will include:

Helping field remote and onsite support issues responding to both internal and external customers.

Desk-based Customer Support. Assist with answering inbound telephone calls and email enquiries, logging support tickets and help progress the tickets to closure. Take ownership of tickets that have been escalated to you from the 1st line team, escalate them further if appropriate.

Out-of-Hours Support. Provide out-of-hours support escalation cover for priority customers as part of a rota with other members of the support team.

Internal Onsite support. Where required you will travel to Glide offices to troubleshoot and resolve support issues for colleages.

Customer notifications of planned work. You will handle inbound supplier notifications of planned maintenance and where appropriate notify our customers of this work.

Preparing and sending customer RFOs. After our post-mortem investigations of a network incident are complete, you will create a report and email it to the relevant customers.

Respond to Alerts. Be aware of proactive network monitoring alerts and respond appropriately, escalating where necessary.

The ideal candidate will have:

Communicate effectively both verbally and written at all levels, with the ability to translate technical solutions into non-technical language
  • Ability to work under pressure and changing priorities in a fast-paced environment.
  • High attention to detail
  • Approachable and confident person
  • Have excellent customer service and people skills, and be empathetic to customer situations
  • Logical methodical problem solver
  • Good Knowledge of ADSL, FTTC, FTTP, networking and associated broadband technologies (TCP/IP, IPv4, IPv6, DNS, DHCP)
  • Experience using multiple operating systems, specifically Microsoft Windows and MacOS.

Desirable skills:
  • Familiarity with ticketing systems
  • Working in a helpdesk environment.
  • Experience with VoIP
  • Experienced with PC builds and imaging
  • CCNA Certified
  • MCP Certified

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