2nd Line Support Engineer

Recruiter
Spring Technology
Location
Ashford, UK
Salary
Competitive
Posted
09 Oct 2019
Closes
25 Oct 2019
Ref
1258182447
Contract Type
Permanent
Hours
Full Time
My are looking for a hardworking, experienced individual to join there ever-growing team of technical engineers.

They require someone with a variety of skills that will allow us to maintain the exemplary service we already provide. Interacting with customers with be required daily via multiple forms of communication, including on the telephone and through email, so excellent communication skills are essential.

The role consists of providing support to a wide variety of different companies and will require someone who can adapt to situations and use their skills to work through issues in a methodical and dynamic manner.

Daily tasks will include processing tickets for support requests, as well as being the next escalation point for the 1st Line team. Organisation and troubleshooting skills are critical for this position as it is a fast paced and sometimes high-pressure role.

Key Tasks

*Ability to diagnose and resolve support queries within customer SLA's
*Organise and manage own workload
*Collaborate with partners and third-party companies to effectively resolve problems.
*Use various resources, including other members of the team, to resolve issues efficiently
*Create documentation and guides, including new articles for our team knowledgebase
*Troubleshoot technical issues in a methodical and dynamic manner
*Able to prioritise and make quick decisions based on issues
*Resolve or escalate problems and service requests according to established procedures
*Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction.

*Ability to diagnose and resolve support queries within customer SLA's
*Organise and manage own workload
*Collaborate with partners and third-party companies to effectively resolve problems.
*Use various resources, including other members of the team, to resolve issues efficiently
*Create documentation and guides, including new articles for our team knowledgebase
*Troubleshoot technical issues in a methodical and dynamic manner
*Able to prioritise and make quick decisions based on issues
*Resolve or escalate problems and service requests according to established procedures
*Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction.

ESSENTIAL TECHNICAL EXPERIENCE:

*Experience with various versions of Windows (7, 8, 10, server 2008 R2, 2012)
*Windows Server Environment experience involving administration, troubleshooting, maintenance and backup/restore
*Active Directory including Security groups, user creation and administration
*Group Policy creation, amendments and troubleshooting
*DNS both internal/external and web based
*DHCP (server and router based)
*Office 365 and Microsoft exchange setup, administration and troubleshooting
*Router setup and troubleshooting
*Mobile Device Management / administration
*Hardware troubleshooting and maintenance
*Cloud Service Experience (different platforms)
*Antivirus and malware protection
*Basic networking experience
*Sharepoint Experience

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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