2nd Line Support Engineer

2 weeks ago

Sevenoaks, United Kingdom Bristow Holland Full time

Bristow Holland have an excellent opportunity to join a growing IT team for a very successful business based in Sevenoaks as an IT Support Engineer.

As one of a team of IT Support Engineers your role will be to provide a first class level of support to internal users based both at company premises and remotely as home workers. Working to ITIL best practices you will strive to work collaboratively withthe team to meet SLA targets, escalating where appropriate but always ensuring that the user is informed and included in progress. The role will suit someone who enjoys solving IT problems through excellent troubleshooting and supporting users who may notnecessarily have IT backgrounds. You will thrive in a busy working environment and enjoy being part of a team.

As part of a wider IT services team, the future offers numerous progression and personal development opportunities for talented employees looking to build their career in IT.
- IT Support and Hardware Deployment for your designated location
- Progression of 2nd Line tickets passed through the Service Desk
- Accuracy of Data used to define, troubleshoot and close tickets passed through the ticketing system
- Working to agreed Service Desk processes using ITIL best practices
- Punctual and Available to ensure support levels are maintained across the team
- Providing great customer service in a friendly, professional and easy to understand manner, breaking down the technical jargon
- Managing your own workload, knowing when to research and when to escalate
- Contributing to the overall success of the IT Team
- Participation in the out of hours rota.

**Key Experience**:

- Experience working within an IT service desk environment
- Experience with Office 365
- 2nd Line Support
- Experience with Active Directory
- ITIL Foundation and Comptia A+ would be beneficial but not essential
- Able to diagnose and troubleshoot asking customers relevant questions to get the issue resolved
- Excellent problem solving and time management skills.
- Diplomatic in communication both verbally and written
- IT Support and Hardware Deployment for your designated location
- Progression of 2nd Line tickets passed through the Service Desk
- Accuracy of Data used to define, troubleshoot and close tickets passed through the ticketing system
- Working to agreed Service Desk processes using ITIL best practices
- Punctual and Available to ensure support levels are maintained across the team

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