2nd Line Support Engineer

Hillhead, UK
Closing date
23 Sep 2020

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Technology & New Media
Contract Type
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Job Role: 2nd Line Support Engineer

Location: Whiteley

Salary: £25,000

Onecom is the UK's largest business telecommunications provider delivering Fixed line, Mobile, Unified Communications and connectivity solutions.

Based at our central head office in Whiteley we are looking for an ambitious, 2nd Line Support Engineer to join our IT team.

As a 2nd Line Engineer you will be the first point of call to help resolve 2nd line support queries, you will also work closely with the 1st and 3rd line engineers providing a high level of technical support across the Company, both to internal staff and to external customers. The 2nd Line Support Engineer has an innovative approach in problem solving whilst delivering high levels of customer service at all times.

Your daily responsibilities and duties will be:

  • Manage, troubleshoot and provide resolution of service incidents across IT and WAN products and services, including but not limited to:
  • Server configuration and support
  • Network infrastructure configuration and support
  • Desktop installation, configuration and support
  • Software installation, configuration and support
  • Fixed Line Connectivity
  • Data Connectivity Solutions including ADSL, EFM, DIA and Leased Lines
  • Use of remote management solutions to assist with resolving service incidents
  • Travel installation or service incidents (where required)
  • Deliver high levels of customer satisfaction
  • Proactive use of the service boards to ensure workflow is prioritised and in line with customer SLA's
  • Provide regular communication and support to customers via email, telephone and service tickets
  • Communication with carriers and suppliers to raise and escalate customers' support queries through to completion
  • Ensure all customer information is tracked and kept up to date on the company system
  • Communication and escalation with carriers and suppliers where required
  • Support, co-ordinate and maintain relationships with internal teams where required
  • Assist with the testing of applications and new technologies
  • Assist with mentoring and training Support engineers
  • Escalation point to 1st line support functions

We're looking for someone with the followig experience and key competencies:

  • Good technical knowledge and experience of Customer and Internal IT Environments
  • Good technical understanding of Fixed Line and Data Connectivity Solutions
  • Ability to provide advice to non-technical aware customers (either internally or externally)
  • Experience of supporting customers to SLA's
  • Knowledge of web servers (IIS) (desirable)
  • Experience of MySQL and MSSQL Databases (desirable)
  • Knowledge of VoIP technologies (desirable)
  • ITIL experience or qualification (desirable)
  • Strong interpersonal and communication skills - verbal and written
  • Outstanding attention to detail and accuracy
  • Adaptability and initiative
  • Ability to work to deadlines and prioritise workload
  • A pro-active approach
  • Enjoy sharing skill-based knowledge and networking
  • Enthusiastic, analytical, creative, innovative and confident
  • Ability to liaise with customers in an empathic and technically effective manner
  • Ability to work as part of a team and contribute to the overall success of both the Service Desk and organisational objectives
  • Puts in a sustained effort to get things right; stays focused on the end result
  • Communicates in an open, candid, complete and consistent manner
  • Ability to engage and earn trust of various teams within the business
  • Is comfortable with adaptation and embraces change in order to deal with frequent changes to process, roles and tasks
  • Has a strong self-awareness and a keen understanding of how to present themselves and interact appropriately and professionally with other members of staff and external customers

What's in it for you?

In return, full training will be provided from day one as well as ongoing training to ensure you both excel and progress within your career at Onecom. We offer a competitive salary as well as a generous benefits package, of which includes:

  • Pension scheme;
  • Cycle to work scheme;
  • Childcare vouchers;
  • Vodafone Employee Advantage discount;
  • Eye-care vouchers; and
  • Discounted gym membership.
  • Onecom Extras exclusive discount site

And so much more!
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