Be in the heart of IT! Come and join an exciting, motivating, and super friendly IT Company!
We have been providing personalised IT support to variety of business since 1999 and are proud to be working with some very well-known companies, each with different needs and priorities and therefore no one day will be the same!
Due to continuous growth, we need more people in the team and we are looking for the best possible team to give our customers the best support.
We need a 2nd Line IT Support Engineer. The role lends an experienced and knowledgeable element to day-to-day support.
As a 2nd Line IT Support Engineer, you need to use your experience and knowledge to carry out more complex tasks, while also acting as an escalation point for our 1st Line team.
You will also be responsible for reviewing the work completed by our 1st Line, as well as effectively escalate issues that you cannot overcome to our 3rd line team.
To be effective, you need to be comfortable liaising with clients and should be happy to attend customer sites when required.
Your working hours will be Monday to Friday 08.30 - 17.30, with occasional out of hours on-call duties.
Responsibilities & Duties :
Always provide excellent customer experience
Respond efficiently to support requests coming from all channels
Accurately log time and keep tickets informative and clear
Provide a proactive escalation point for 1st Line Support team as and when required
Liaise with partners and third parties' companies to resolve issues
Work to resolve and respond to issues based on agreed SLAs
Create reference articles on the company Wiki
Mentor and provide guidance to all 1st Line Support Engineers, prioritising their development and training when troubleshooting
Provide on-site support as required to resolve client issues
Take time to review user and ticket history before attending to any escalated requests
Undertake any other duties as requested by the Helpdesk Manager, Operations Director or Managing Partners
Desired Skills :
Knowledge and understanding of IT infrastructure solutions
Ability to engage meaningfully with all stakeholders
Solid technical background with an ability to give instructions to a non-technical audience
Great organisation and problem-solving skills
Comfortable supporting a wide variety of technology, Windows Servers, ideas about backups, MS Exchange, Active Directory and Office 365, to virtual environments (VMware / Hyper-V), networks and storage
Competitive salary (dependent on experience)
Private Medical Insurance
Exposure to multiple clients and technology
Mobile phone allowance
Variety of team events
An employee referral bonus
Paid time to volunteer for charity work or take part in not for profit activities
Professional development and training
This is an exciting opportunity to join a hugely successful company that always works with the latest technology and strives for excellence.