2nd Line IT Support Engineer

1st Choice Computer Appointments Ltd
From £18,000 to £22,000 per annum
12 Oct 2016
20 Oct 2016
Contract Type
2nd Line IT Support Engineer Location: Paddock Wood Salary: £18k - £22k VR/01855R We are looking for an IT Technician to join our client's growing team. Ideally you will already have 2 years support experience. Responsibilities of the role: ? Intermediate IT Support relating to technical issues involving Microsoft’s core business applications and operating systems ? Intermediate technical support at the network level: WAN and LAN connectivity, routers, firewalls, security and remote access (VPN, RDS) ? Intermediate Server Admin and housekeeping and some server support ? Onsite Support when required ? Installation work including PC, routers, printers and AV deployments ? Assisting Senior engineer on Projects ? Support and mentoring of more junior members of the team ? Communication with customers as required: keeping them informed of ticket progress, notifying them of impending changes or agreed outages ? Improve customer service, perception and satisfaction ? Ability to work in a team and communicate effectively ? Work with the Senior members and Managers to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently ? Escalate service requests that require engineer level support ? Responsible for ensuring escalations from Tier 1 dealt with efficiently ? Secondary responsibility for Tier 1 tickets Main accountabilities: ? Shared responsibility for dealing with NOC ? Fast turnaround of customer requests ? System documentation in ConnectWise ? Responsible for entering time and expenses in ConnectWise as it occurs ? Understand and adhere to Services processes ? Enter all work as service tickets into ConnectWise ? Shared ownership of the Tier 2 Helpdesk Board and ensure the Actionable count is within acceptable tolerances ? Work in order of SLA and priority of tickets Key competencies: ? Intermediate understanding of operating systems, business applications, printing systems and network systems ? Basic understanding of servers ? Proven track record of closure and commitment ? Excellent Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care ? Diagnosis skills of technical issues ? Ability to multi-task and adapt to changes quickly ? Technical awareness: ability to match resources to technical issues appropriately ? Sense of urgency when required ? Service awareness of all organisation’s key IT services for which support is being provided ? Understanding of support tools, techniques and how technology is used to provide IT services ? Typing skills to ensure quick and accurate entry of service request details ? Self-motivated with the ability to work in a fast moving environment This job was originally posted as www.cwjobs.co.uk/job/66871229

More jobs like this