IT Support 2nd Line – Perm role

Location: Stoke on Trent, 5 days a week on site

Salary: £30,000

Start date: ASAP

Must be eligible for SC Clearance – Client will put you through clearance

I am looking for a 2nd line IT support engineer to join a client based in Stoke on Trent

Due to the nature of the work the role will involve being based on site 5 days a week.

All successful candidates will need to go through clearance so must be eligible for SC Clearance.

The role will involve working closely with the senior management team and also with external clients so they are looking for someone with excellent communication skills who is a confident communicator.

The role will include:

Provide the initial point of contact for our customers.
Manage incoming incidents and requests from the customer portal.
Log and manage all incidents via the service management tool ensuring case detail is accurate with full resolution detail.
Escalate incidents to the appropriate resolver group.
Provide customers with timely updates to their cases in line with service level agreements.
Develop strong customer relationships through direct communication to achieve highest levels of customer satisfaction.
Escalate high priority issues to line management.
Update and propose new knowledgebase articles.
Complete regular tasks in line with Service Desk procedures.
Review daily priorities and take appropriate action to ensure results are achieved.
Work with all areas of the business as required to achieve the highest levels of customer satisfaction.
ITIL processes: knowledge of incident, change and problem management processes. Enthusiastically champion these processes within the team and wider business functions.
Customer Support: Will be at ease with providing outstanding support and have empathy with the customer and a strong desire to resolve their issues.
Communication: Will have the ability to communicate effectively and develop relationships with customers and colleagues. Successful candidate must be able to demonstrate effective communication, both orally and in writing, with colleagues and customers including providing ticket updates, producing reports, and escalating issues internally.

Required skills/experience

Windows 10 and ideally 11
Dell & Lenovo Laptops
Unified Communications i.e., Skype for Business, Teams & Teleconferencing
Office 365 suite
Intune
SharePoint
Anti-Virus
Active Directory
Windows Server 2012 R2, 2016 to 2019
VMware

GCS Computer Recruitment Services is acting as an Employment Agency in relation to this vacancy