2nd Line Support

3 weeks ago


Cheltenham, United Kingdom Careers Plus Full time

**2nd Line Support Engineer**

**28k**

**Cheltenham**

We are working with one of our clients who are a successful MSP based in Cheltenham, they are looking for a 1st Line Support Engineer to join their team

**Main responsibilities**:

- Provide 1st/2nd line support to clients, agreed services and incidents
- Ensure the company’s Support Desk software is utilized correctly and all unassigned tickets are distributed to the correct resolver groups in a timely manner
- Use the correct escalation routes when managing tickets on the Service Desk
- Logging support calls
- Work with support technicians to identify repeat issues and underlying problems, so you can be proactive in the future
- Ensure an outstanding level of customer service to all supported users

**Key skills**:

- Able to problem solve and respond appropriately to a wide range of enquires
- Organised, with great time management
- Patient and empathetic to all user skill levels
- Knowledgeable in Windows 10 and Office 365
- Competent in basic networking troubleshooting
- An excellent communicator with great interpersonal skills
- Keen to learn and support new business systems, software, and processes



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