2nd Line Support Engineer

Job Title : 2nd Line Support Engineer

Location : Leicester

Salary : £25,200 + £2000 OnCall Allowance + Benefits

InterCall are advertising on behalf of our sister company Magnetic North (part of West Corporation).

Magnetic North is a fast-growing supplier of market-leading cloud-based Contact Centre and Cloud PBX solutions. We are leading the Unified Communications and Contact Centre in the cloud revolution by providing organisations of every size with a high-availability, secure, enterprise-class solution at a fraction of the cost of traditional systems, together with transparent pricing, out-of-the-box integration and continuous product innovation.

The 2nd Line Support Engineer will work as part of a busy team providing IT support to external customers. You will be responsible for fault finding, diagnosis, incident and problem management, and resolution of support issues. The role will include answering incoming calls from external customers, logging queries, issuing support log tickets and proactively managing the issues through to resolution. You will work closely with the Development team with a view to ensuring issues get resolved quickly and professionally.

The role offers a competitive salary as well as great benefits including Private Medical Insurance, subsidised Gym membership, Life Assurance, Pension scheme, Childcare Voucher scheme and long service awards.

Responsibilities:

• Provide second line fault diagnosis and support for Magnetic North products and where necessary reproduce customer environments and find resolutions to configuration issues and specific customer problems.
• Produce product updates to specific customer problems.
• Track all problems thoroughly and take ownership of all support calls escalated to you through to resolution.
• Maintaining logs and data on servers.
• To provide a superior support service by maintaining and contributing to our customer knowledge base, updating trouble shooting flow diagrams and creating multi-media content to enhance the current web support services.
• Provide an excellent level of customer service which includes positively dealing with customer needs, regularly updating customers and portraying a positive image of the company.
• Work closely with the Development team, engage the right technical resources to drive issues to resolution and ensure that necessary technical support documentation is collected in order to provide the support team with the ability to quickly detect and solve recurring and previous issues.
• You may be asked to do project work at customer sites in the UK or abroad.
• The role will involve working on a rotating shift pattern: 07:00 – 16:00 and 12:00 – 21:00 Monday to Friday and Saturday 08:30 – 17:30 on a rotational basis based in the Leicester office. It will also require Out of Hours remote technical support on a rotational basis.

Qualifications, Skills and Personal Attributes:

• Proven experience of working in a customer service environment.
• Ability to communicate in both written and verbal form at all levels.
• A flexible, hands on team player who is keen to learn and progress.
• Able to prioritise multiple tasks working to tight deadlines.
• Organisational skills to ensure delivery is efficient, accurate and conducted in a timely manner.
• A good level of knowledge of desktop, laptop and mobile device hardware, operating systems and protocols.
• Strong knowledge of MS SQL, IIS and SNMP.
• Strong SQL Database query and backup/ restore experience.
• Ability to coach and mentor less experienced team members.
• A qualification in IT or a related field. A Microsoft qualification is desirable.
• Knowledge of Telephony API’s and OFCOM regulations is desirable but not essential.
• Understanding of PCI-DSS and ISO27001.