2nd Line Support Analyst

A leading Wakefield Support and Services provider are recruiting for a structured and methodical 2nd line Support Engineer for a business critical role with an immediate start.

Primarily you will provide remote technical support to the customers user base to achieve contractual Service Level Agreements. In addition to this you will be tasked with managing Incident Management of major issues. Further duties listed below –

Document all technical solutions within the Service Desk knowledge base – Provide technical support to 1st Line Service Desk Analysts –

To record all incidents / changes within the my clients service Desk tool – Contribute to delivering a 70% remote resolution target –

Convert 65% of contacts (phone calls and mails) to events –

Resolve 12 incidents / changes / service requests per day –

Answer inbound phone calls where required –

Make outbound phone calls to customers keeping them informed on a regular basis –

Review and update ‘known errors’ dB –

Incident / change / service requests assignment to appropriate Service Department –

End to end ownership of all incident / change / service requests through to closure

SKILLS

2 Years working in IT Support

Good Understanding of Networks

Troubleshooting Experience

Good Telephone Manner

Be available for 24/7 Rota if required

DESIRABLE TECHNICAL SKILLS

VMware Support

Active Directory Support

MS Exchange Support and Administration

Terminal Services Support (MS, Citrix)

Dell SonicWALL Firewall Support

WatchGuard Firewall Support