Job Ref: 214448824

Date: 2021-08-17 10:27:06

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Role: 2nd Line Support Engineer
Location: Milton Keynes
Salary: £25-28k

Are you interested in Technology and tenacious in finding technical solutions? Do you take pride in exceeding expectations and are you driven to deliver the highest standards?

We are one of the UK's leading providers of outsourced IT services, helping organisations of all sizes work faster, smarter and more efficiently. In this role you will be working within a service delivery team to provide solutions and support across many platforms for multiple clients using remote support from the office.

If you are positive and self-motivated with an unparalleled technical know-how, then this is the role for you!

Skills and experience:
Ideally higher education level qualifications or equivalent professional learning
Minimum 2 years IT engineer experience
Telephone and customer service skills
Experience of a variety of operating systems desirable
Broad range of IT accreditations desirable
MSP experience desirable

Responsibilities:
Answering calls in a timely manner and providing excellent customer service at every opportunity.
Receiving escalations and taking ownership to deliver a swift resolution.
Dealing with inbound and outbound calls in a friendly and professional manner to clients who have more complex technical issues  
Logging detailed and accurate information into the call management system. 
Providing clear and professional, verbal and written communication at all times.
Efficiently handling incoming technical support incidents, requests and changes where possible 
Communicating with the client to keep them updated of the progress and ensuring that customer satisfaction remains high. 
Escalating tickets as necessary. 
Taking responsibility for your personal call queue, ensuring that all calls are updated, closed or escalated in a timely fashion.  
Participate in project work as requested
Target of 10-15 calls per day on average

What's on offer:
Private medical after probation
Free flu jabs and eye tests
Onsite gym
Staff shop discounts
Cycle to work scheme

Profile Resourcing is acting as an Employment Agency in relation to this vacancy

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