2nd Line Technical Support

3 months ago

Chessington, United Kingdom Cloud Vacancy Full time

Company Overview

We are a dynamic, fast-growing IT Managed Services Company currently based in Chessington. Our values are Integrity, Professionalism, Expertise and Entrepreneurial Spirit. Our customers include many household names including the Virgin London Marathon where we are responsible for all the IT behind the annual London Marathon events.

Role Overview:
As a 2 nd Line Technician you will act as the second point of contact for all Managed Service Customers. The primary objective of the role is to provide support to our first line support analysts while also having a direct approach with our customers. This will be achieved by troubleshooting, diagnosing and resolving problems at the second point of contact and/or escalating the fault to one of our Senior Team members or our Infrastructure Team, to investigate and resolve. Throughout this process you will remain a strong point of contact with the customer, maintaining ownership of an escalated fault and acting as the main point of contact between the customer and Marathon but providing timely updates and ensuring the fault is given the correct level of priority and attention. This is a demanding support position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge across a broad range of technologies and products. T

he role is based in our Chessington office and hours of work are 5 in 7 days across shifts that cover from 7am through to 11pm.

**Responsibilities**:

- Support First Line Engineers by coaching, mentoring and knowledge sharing and help with any tickets they may have trouble with.
- Use the Marathon tool sets to proactively monitor, manage and improve the computer systems run by us on behalf of our customers
- Support with all incoming cases are dealt with in a professional, courteous manner
- Take ownership of cases and managing them in a logical and methodical manner and proactively update the customer
- Conducting full and thorough diagnostics with end users to enable a swift resolution
- Ensuring all cases are progressed & cleared within SLA - escalating to other internal and external teams as appropriate
- Identify and escalate repeat issues or service risks into service management teams
- Sharing knowledge with team colleagues
- Manage several scheduled tasks for customers, designed to ensure that the customers systems remain operational Requirements:

- Have experience in an MSP
- Have excellent communication skills, verbally and written
- Have a good attention to detail
- Be able to follow process and procedures as needed
- Have a natural problem-solving mindset
- Ability to organise, prioritise and manage own workload
- Experience with various versions of Windows desktop operating systems
- Active Directory environment experience involving administration and troubleshooting
- Good understanding of IP routing and switching
- MS Office 365 and Azure knowledge
- Collaborate with partners and third-party companies to effectively resolve problems.

Required Competencies:

- A friendly individual willing to become part of a close-knit team
- Excellent customer service skills over the telephone
- Excellent attention to detail and ability to retain information and develop good product knowledge
- Happy to work in a busy office environment and able to multitask
- A logical approach to problem resolution
- A positive approach to work, self-motivated and professional
- Hold or be working towards industry certifications

**Salary**: £28,000.00-£30,000.00 per year

**Benefits**:

- Company pension
- Free parking
- On-site parking

Schedule:

- Monday to Friday
- Overtime
- Weekend availability

**Experience**:

- Service Desk: 2 years (preferred)
- working for an MSP: 1 year (preferred)
- O365, Azure, Intune: 2 years (preferred)

Licence/Certification:

- ITIL Certification (preferred)

Work Location: In person

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