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Technical Support Advisor 2nd Line It

4 months ago

Witney, United Kingdom FOCUS 4 U LTD Full time

Established in 2003, we're proud to be one of the UK's leading independent providers of essential business technology.

Focus Group are supporting our subsidiary company - STL recruit and grow.

The team at STL are industry experts based in Witney, who's role is to increase revenue within the IT & Telecoms sector, manage existing accounts to retain revenue and provide a first-class service to all customers.

Our teams are experts in their field, passionate about finding the right solutions for our customers and committed to supporting each other. We know the right people are the key to success. The energy, entrepreneurial spirit and expertise of our teams areat the heart of all our Focus Group companies. Our people make the difference.

We are now recruiting for a Technical Support Advisor 2nd Line IT

The purpose of this department / team is to provide 2nd line support and excellent customer service in the areas of; IT, including Office 365, Windows Server, Desktop Support, Networking, and Wireless Systems

Main duties of this role are:

- Manage tickets assigned and ensure system is organised and up to date.
- Answer the phone within the agreed target time and as a minimum, to meet any agreed personal call targets.
- To diagnose, log, action and follow through to resolution all faults and requests, including escalations whilst keeping the customer informed of progress. Be able to identify when a fault cannot be fixed remotely and route straight into Field EngineeringCo-ordinator for booking.
- To update your line manager on any outstanding faults or that have breached their SLT, in a timely manner

At STL you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the futureof our business.