Job Ref: 212506825

Date: 2020-09-29 09:26:09

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2nd Line Support Engineer

The Company:

Focus IT have the pleasure of working with this well established IT Solutions Company. Due to demand, they are seeking a 2nd line Support Engineer to complement their existing support team.

The Role:

The role will be to proactively ensure that all clients receive exceptional Customer service during all contact with the Service Desk, thus ensuring continual exceptional operational service. All support must be performed with minimal business impact on the customer and within agrees service levels.

KEY RESPONSIBILITIES:

·To handle incoming technical support incidents, requests and changes.

·Management of personal call queue, ensuring calls are closed in a timely fashion.

·Provide updates and ensure ongoing customer communication is maintained.

·Resolution of calls ranging from simple password resets to complex server queries.

·Escalation of calls to 3rdLine Team as necessary.

·To work as part of a close-knit and highly skilled team of Engineers.

·Provide excellent customer service.

·Work with other internal teams (3rdLine Technical Delivery Teams, Development, Projects, etc.)

·Perform software builds/re-builds on PCs and laptops as required.

·Fix hardware faults and install upgrades to client hardware.

·Attend customer premises from time to time to perform on-site work.

You will contribute to service desk incidents through to completion, recognising when escalation is required for the quickest resolution for the client. You will provide clients with continual and regular updates throughout the management of their incidents, whether assigned to you or a higher-level engineer. The role will require you to work effectively on the service desk systems, keeping all tickets fully updated in real time. Other responsibilities will involve performing on-site client visits as a representative of the company where necessary to resolve a technical incident.

The Candidate:

The ideal candidate will come from an outsourced or IT service background (Not essential), with impeccable customer service skills. You will be proficient in Microsoft Windows Servers, Microsoft Exchange, and Microsoft Office 365 along with Active Directory.

Key Skills:

·Excellent communication skills, both written and verbal.

·Friendly, confident and professional telephone manner.

·Eager to learn new skills and invest in personal development.

·Good attention to detail with well-developed problem-solving skills.

·Time management skills with the ability to prioritise effectively.

·Self-motivated with the ability to work alone and as part of a team.

·Good knowledge and experience with Exchange and Office 365.

·Strong knowledge of Windows 7, Windows 8, and Windows 10 operating systems.

·Good understanding of Microsoft Office software

·Experience working with servers (Server 2008, 2012, & 2016)

·Have a good understanding of networking protocols and TCP/IP Fundamentals

·Powershell and scripting experience would be highly advantageous

·Experience with back up solutions including cloud solutions

Location: Milton Keynes, Buckinghamshire

Must have a driving license

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