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L2 Support

3 months ago

Loughborough, Leicestershire, United Kingdom Access Full time

Sector:
Hosting & Infrastructure

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Expiry Date: 23 August 2023

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Job Ref: J8454

2nd Line Engineer MSP
Join the Access Family and see how we make software ideas become a reality

  • Our core value of 'Love Work, Love Life, Be You' has been central to our success and so we're looking for people to join us who share our passion for making things better every day and help us continue to grow.
  • We are the number one UK headquartered software provider in the UK and are forecasted to grow to a global population of over 12,000 employees by 2026.

What are we all about?

  • At Access, we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers from the Hospitality sector, to Manufacturing industry, to Not for Profit's to Construction, and many more.
  • We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business, currently helping over 60,000 customers to have the freedom to do more.

About you:

Day-to-day, you will:

  • Respond to incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements
  • Keeping Customers informed on request status and progress.
  • Adhering to Incident management procedures.
  • Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
  • Ensure all open incidents assigned to team are updated daily.
  • Provide assistance to 1st Line Analysts.
  • Work with 3rd Line Analysts to better understand issues and resolutions.
  • Keeping up to date with the current standard procedures.
  • Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.
  • Provide a point of technical escalation and expertise.
  • Escalate potential service issues initially with Team Leader/Service Desk Delivery Manager /Service Delivery Manager
  • Escalate potential problem issues with Problem and Incident Management.
  • Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork.
  • Recommend and deploy changes via the change management process when required.
  • Provide technical assistance to ongoing projects when required.
  • Perform Daily, Weekly and Monthly scheduled tasks (System checks and Patching) when required
  • Provide technical assistance with scheduled patching and AV tasks.

Your skills and experiences might also include:

  • Educated to GCSE level in Maths and English or equivalent.
  • Proven Customer service skills
  • 23 years' experience as an analyst within a similar environment
  • Industry recognised qualifications in relevant area (i.e. MCP, MCSA, MCDST, MCSE)
  • At least 3 Years remote support experience of
- o Windows and Server Operating Systems
- o DNS, DHCP
- o Exchange
- o Sharepoint
- o Application support of Microsoft Office Products,

  • Understanding of the ITIL framework and knowledge of the various associated disciplines.
  • Working to SLA's and KPI's and to be able to accurately describe their purpose.

What does Access offer you?

  • We are a growing software company, and we deliver on what we say we do We take the development of our people very seriously and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.
  • On top of a competitive salary, our standard 25 days holiday (which goes up the longer you're with us), and a matched pension scheme you'll also be able to choose from a range of benefits to suit you. We pride ourselves on being an organisation that gives back so you'll also have a charity day you can take to support something that matters to you.
  • At Access we're all about helping everyone Love Work and Love Life. Why? Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your past experience doesn't match perfectly, we'd still love to hear from you. You might just be whom we are looking for.
  • We love the fact that we're all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it's just more fun
  • What's holding you back? Come and be part of our Amazing Access Family
  • Love Work. Love Life. Be You.