1st & 2nd Line Support Engineer

Kelly Services are recruiting for a 1st & 2nd Line Support Engineer, for a large and productive client based in Sunderland, on a full time and permanent basis. This role requires a high level of technical skill with a commitment to colleague support. This role is responsible for the day-to-day support of internal colleagues by telephone, email and online tickets.

The role will be responsible for first  & second line enquiries and managing escalations to other parts of the Organisation to ensure the prompt and satisfactory resolution of Customer Support cases, working as part of a cross border IT team supporting business areas based in the UK and Europe. 

Job Description

– To provide 1st & 2nd line technical support; answering queries via phone, email, online tickets and fax
– Assign unresolved issue to the next level & follow up until fully resolved.
– To maintain a high degree of customer service for all support queries and adhere to all service management principles
– To support, maintain and improve IT services
– To take ownership of user problems and be proactive when dealing with user issues
– Respond to enquiries from clients and help to resolve hardware or software problems.
– Maintain a log of any software or hardware problems detected
– Support users in the use of Computer equipment by providing necessary training and advice
– To allocate more complex calls to the relevant IT Support member according to established procedures
– To arrange for external technical support where problems cannot be resolved in house
– Ensure IT services are available to users whenever required
– Liaise with MIS department in USA to ensure maintenance of service
– Maintain relationships with outside service providers for second line support

Person Specification

– Previous Support & Helpdesk (telephone support) experience
– Excellent communication skill & telephone manner
– Strong knowledge of Microsoft operating systems
– Experience with using and troubleshooting Office 2010 & 2013 within a network environment.
– Experience with using and troubleshooting Network connectivity issues
– CompTIA A+ or suitable experience would be desirable (Evidence required in in CV if applicable).
– Clait/EDCL or suitable experience would be desirable (Evidence required in in CV if applicable).

Please contact the Newcastle Commercial Team to discuss an application