2nd Line Support Engineer
Recruitment Genius Ltd
London, London, England
2d ago

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
  • The Package

  • 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
  • Anniversary rewards
  • 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.

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