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2nd Line

2 months ago

Warrington, United Kingdom Neoci Ltd Full time

Job Title: Line 2 Technical Support Engineer

Location: Warrington (shift work)

Salary: £28k - £30k

Main Purpose of Role

You will be working as part of a team to deliver customer and technical service support with a focus on delivering great customer service. Working in a busy Service Desk environment you will be an escalation point for support cases raised by our partners, which have not been resolved at first line. Interacting with our partners and suppliers via the ticketing system, e-mail and phone calls.

You will be required to ensure cases are resolved within agreed SLA’s, performing second line diagnosis and methodical troubleshooting to attempt full resolution on desktop server and network related issues.

Proactively use root cause analysis to identify the cause of problems affecting customer/network and proposed solutions, working closely with the Network Management Team.

Main Duties and Responsibilities

  • To provide technical resolution to Network support cases/incidents.
  • Adhering to SLA’s in relation to case resolution and communication.
  • Raise cases with suppliers where network issues are identified.
  • Managing and owning multiple case tickets on a daily basis.
  • Provide reason for outage reports and post-incident analysis.
  • Fulfilling technical requests raised by our partners.