2nd Line Support Engineer

2nd Line Support Engineer

Location: Loughborough

Salary: £18k – £20k + shift allowance

Our client is one of the UK’s fastest growing network operators offering clients a complete range of business only services ranging from traditional telephone lines right through to fully integrated IT solutions, hosted voice and data networks.

They are going through an exciting period of growth and are looking to bring their IT support department in house. If you have been looking for an opportunity to really get stuck into then this is it!

We are on the lookout for bright, enthusiastic 2nd Line Support Analysts to join the team. You will be responsible for escalations from the 1st line team, making sure SLA’s are met and the query resolved or escalated further while providing the customer with high levels of customer service.

This represents a fantastic opportunity for someone looking to move up the IT career ladder and provides the chance to work for an established company offering a variety of products and services in an ever growing industry.

Some of your key responsibilities will be:-

• Manage service requests from customers

• Provide telephone technical assistance to customers

• Assist team members on internal systems, products and processes

• Answer help desk support calls in a timely and professional manner

• Proactive management of monitoring alerts are dealt with in a timely manner, ensuring the customer is updated, tickets raised and initial diagnostics completed

• Keep all support tickets, records and communications recorded in support software

• Ensure all support calls follow the relevant procedures and that customers are kept up-to-date with all outstanding tickets

• Assist in the improvement of processes and procedures to further enhance the customer experience

• Assist with Service Management and customer reporting as required

Our ideal candidate for this role will have a passion for IT and customer service. Previous experience in a helpdesk or technical support environment is advantageous . We can consider graduates with little experience or individuals that can demonstrate a serious interest in IT in their down time.

Interested?

Please apply or contact Scott Hassall at EMBS for more information.Please also connect with us on LinkedIn to find out about the latest career opportunities.