2nd Line Support Engineer

As a 2nd line Service Desk Engineer your role is to proactively ensure that all clients have continual exceptional operational service and that all support is performed with minimal business impact on the customer within agreed service levels.

You will be providing technical support across many platforms for multiple clients using both remote support and onsite as required.

Main Responsibilities

Prioritising and managing a personal ticket queue for our client’s technical support issues, changes and requests.
Handling escalated calls from the 1st line team and escalating calls as necessary to the 3rd line team.
Resolve a wide variety of calls from password resets to complex server queries in line with our service level agreements.
Keeping clients informed with detailed and accurate updates as tickets are progressed and resolved in a timely fashion.
Fix hardware faults and install upgrades to client hardware.
Attend site visits to provide onsite technical support.
Working as part of a close-knit and highly skilled team of engineers
Working with other internal teams (3rd line, development, projects etc.)
Person Specification

Desire to provide outstanding customer service to our clients.
Excellent communication skills, both written and verbal.
Friendly and professional telephone manner.
Previous experience providing technical support.
Eager to learn new skills and invest in personal development.
Self-motivated with the ability to work under own initiative and as part of a team.
Attention to detail, analytical and problem solving skills.
Time management with the ability to prioritise accordingly.
Continuously meet targets and surpass expectations (both internal and external).
Minimum of 3 years technical support experience.
Technical Essentials

Good knowledge and experience with Exchange 2010, 2013 and Office 365
Knowledge of Windows 7, Windows 8 and Windows 10 operating systems
Good understanding of Microsoft Office software
Good knowledge and experience in working with servers (SBS, server 2008, 2012, etc)
Desirable Skills/ Qualifications

Comp TIA N+
WatchGuard Firewalls (configure / troubleshoot)
Polycom

Benefits
Competitive salary
23 days holiday + bank holidays
Private health insurance