As a core part of the Service Delivery team, you will be providing 2nd Line support which includes dealing with escalations in a professional and timely manner and within the designated Service Level Agreements; where this is not possible, you will be able to escalate the call to 3rd Line Customer service is extremely important within this role, therefore it is vital that you keep the customer up to date at all times. You will be responsible for creating and updating detailed knowledge articles and ensuring records are kept on actions taken within the management systems.
As a 2nd Line Engineer, you will be primarily office based but may be required to travel to customer sites providing onsite support (within the U.K) to assist the Service Delivery function and there will also be the opportunity to assist the Professional Services team with projects when required. It is also vital within this role to support your Service Desk Analysts by mentoring and supporting them within their role to grow their knowledge.
There will be a necessity for you to identify opportunities for continual service improvement or change within the team or process, you would be expected to highlight these to the Service Delivery Management and be involved in the implementation. This is a varied role where you will be dealing with a variety of customers both remotely and onsite troubleshooting their systems which can have varying setups.
Key Responsibilities:
- Manage your support queue professionally and efficiently, prioritising and resolving calls in line with SLAs whilst maintaining a high degree of customer service
- Provide 2nd Line support for all customers via phone, email, remote capability or face-to-face, undertaking in-depth diagnosis
- To remain focused at all times, logging and updating ALL key information regarding the support call using the tools provided by the Company
- To remain constantly focused on resolving the support call in a quick and efficient manner, managing expectations and providing resolutions within the company’s agreed SLA’s
- Escalate calls to the Third Line when appropriate
- Technical escalation point, pro-actively supporting and mentoring 1st Line colleagues
- To keep up to date with current technologies as used by the Company and its Clients from time to time.
- To be able to adapt quickly to changing working environments and to familiarise yourself with all key company systems.
- To show a genuine desire to continually improve your technical knowledge and ability through self-study and in conjunction with the Company’s offer of training
Specifications:
- Previous experience working in a remote IT role
- MS Office – all versions
- Active Directory skills
- Hardware, Troubleshooting and Build Experience
- Knowledge of Backup Solutions
- Windows Server support
- Windows 10 desktop support
- Understanding of ITIL Service Delivery and a recent certification
- Must be able to communicate clearly at a technical and end-user level
- Must project a positive, friendly professional image on the phone and in-person when on customer sites
Benefits:
- Ongoing comprehensive training plan available
- Free wellbeing services and health benefits
- Variety of offers and discounts via Paycare and
- 1 additional holiday for every 2 years of service
- Wide range of free refreshments
- Access to the company games room