support engineer
Responsibility
- the Role
- key Responsibilities
- act as one of the escalation points for technical queries from our 1st Line Team
Show more +13 - as a 2nd Line Support Engineer you will support our clients by handling escalations from the 1st Line Team and also actively monitoring infrastructure through a variety of products
- 2nd Line Support Engineers work both on-site and, in the office, adjusting in an ad-hoc way to deal with the changing priorities of the team
- create, prioritise and progress tickets within the IT Service Management platform, maintaining accurate records across a service ticket lifecycle
- prioritisation and active management of all allocated tickets, ensuring resolution within agreed customer SLA’s and associated targets
- you will have exposure to a wide range of technologies, have the opportunity to further develop your skills and work with fellow enthusiastic IT professionals in a positive culture and working environment
- you will be expected to manage your own workload and queues, ensuring that tickets are resolved in appropriate timeframes and that customers are kept informed throughout
- provide exemplary service to the customer ensuring high personal and organisational customer satisfaction scores are maintained
- provide 2nd Line diagnosis and resolution of incidents and requests
- engage with customers via multiple channels , providing efficient and effective customer service to our customer’s end users and other key stakeholders
- identify potential problems in accordance with the company Problem Management processes
- develop a good understanding of our client base whilst building and maintaining good client relationships
- undertake any other duties as reasonably requested
- comply with all relevant legislative and legal requirements, including industry regulations, employment law, Data Protection and Health and Safety
Requirements
- previous experience of providing IT support at 2nd Line level
- experience in a similar service desk environment, ideally for a managed service or support services provider
- exemplary customer service and problem solving skills
Show more +18 - experienced in using Microsoft Azure and Microsoft Intune
- experience of administering and supporting the latest Microsoft technologies
- knowledge of Cisco Meraki
- strong troubleshooting skills
- see job description
- understanding of Windows system administration tasks
- city
- the ability to build, configure, administer and support Windows desktop operating systems
- portishead
- understanding of network infrastructure
- country
- active interest in technology and how it can impact business operations
- united Kingdom
- team player with good interpersonal and communication skills
- closing Date
- positive attitude with a ‘can do’ approach
- ability to remain calm in a pressured environment
- reliable, good work ethic and willingness to learn
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