2nd Line Engineer (Managed Services)

Company Overview

Founded in 2002 this organisation swiftly established a reputation for innovation and positive differentiation in the technology market. Throughout its history there has always been a focus upon leveraging developments in technology to deliver profitable and innovative services to clients.

Overall purpose of the job:

• Provide 1st and 2nd Line helpdesk and remote desktop support customers
• Primarily responsible for managing and owning support tickets and driving customer issues through to resolution
• Join team rota to provide out of hours support one week in every five

Key responsibilities:

• Respond to support calls as assigned within Service Level Agreements; ensuring calls are quickly and accurately logged, closed and analysed to prevent future occurrences, and that call resolution priorities are met
• Escalate problem calls within the Cloud team to meet Service Level Agreements and ensure maximum level of customer satisfaction
• Troubleshooting customer technical faults and working with external vendors and service providers to achieve fault resolution
• Work as a team to deliver timely resolution to customer requests from telephone and email
• Maintain an understanding of the internal escalation process
• Jeopardy management to reduce escalation and SLA breaches
• Maintain professional working relationships with customers, suppliers and work colleagues
• Any other fair and reasonable task or duty assigned to you by your Manager, or other senior staff member

Professional Experience:

• Experienced Technical Support Analyst (1st and 2nd Line Support)
• Previous experience in a busy customer facing helpdesk role
• Ability to provide a customer focused service to committed Service levels
• Ability to work under own initiative, manage own time and work to deadlines
• Strong interpersonal and communication skills, particularly customer facing techniques and listening abilities

Technical Skills:

• Experience in managing/troubleshooting Windows Servers
• Exchange 2003 -2010
• Active Directory 2003 -2010
• Windows server 2003 -2008
• Experience in managing/troubleshooting VMWare and/or Virtualisation technologies
• Knowledge of Networking (DNS, DHCP)