Job ID 207784
A fantastic opportunity has arisen for a 2nd Line Support Engineer to work in my client's diverse and fast paced IT Services Team, based in Dartford.
Working within a friendly team you will be responsible for providing technical support to my client's customers via the telephone and using remote support technology. The role involves diagnosing issues and resolving them, where possible, at first point of contact. You may also have the chance to attend customer sites for onsite support days and installations and be responsible for some account management of our smaller clients.
This role will ideally suit someone who has been working in a 2nd line IT services support role and is able to demonstrate good all-round technical troubleshooting skills. A keen customer focus, combined with excellent communication skills are essential.
Duties and Responsibilities:
On a day to day basis this will include but is not restricted to:
Answering technical calls and email queries from customers and analysing, troubleshooting and resolving issues.
Accountability for resolving escalated issues passed from Associated Helpdesk & Helpdesk level colleagues
Logging, maintaining, and proactively working on tickets on CRM system
Meeting deadlines and SLA's for any recurring tasks and reporting the outcomes as appropriate to the Service Delivery Manager.
Identifying, resolving and escalating recurring issues and improving customer service
Delivering high standards of customer service through accurate and professional verbal and written communications to a non-technical audience
Gathering customer requirements and specifications to produce solutions and quotations
Maintaining customer documentation on a day to day basis and following installations and upgrades
Liaising with vendors for fault resolution
Mentoring & supporting associate and helpdesk level analysts
Collaborating with colleagues as required
Ensuring up to date knowledge through continual professional development
Essential Qualifications and Experience
GCSEs at grade A – C in English Language and Mathematics (or equivalent).
Minimum 3 years' experience working on an IT helpdesk in a similar role.
Essential Skills and knowledge
Understanding of fault severity and customer impact
Understanding of the OSI model, TCP/IP, topologies and physical connections.
Knowledge of Anti-Virus Products
Understanding of Microsoft domain model & security principles
Experience of Microsoft Server products, e.g. Exchange, SQL
In depth knowledge of servers and PCs
Understanding of license compliance and anti-piracy measures.
Comprehensive knowledge of firewalls
Ability to identify, resolve & suggest preventative measures for phishing, hack attacks, social engineering and malicious intrusion
Unguided Active Directory, Exchange and Office 365 administration & troubleshooting.
Working knowledge of back up technologies
Working knowledge of virtualisation principles
Ability to translate business needs into practical working solutions & quotations
Ability to reverse engineer a problem to get to the root cause
Ability to troubleshoot faults on the above technologies
Ability to use own initiative
Effective communication and listening skills
Ability to build positive working relationships
Excellent problem-solving skills
Good attention to detail
Effective time management
Customer service focused
A professional manner