IT Support Engineer Msp
6 days ago
City based MSP, 2nd Line Support Engineer ,
Key Tasks And Responsibilities
Provide a professional and personal first point of contact to all end users
To provide 2nd line IT Support to all end users
To handle escalated tickets from 1st line technicians providing feedback when resolved to support 1st line development.
Provide exceptional Customer Service support striving to achieve first time resolution
To escalate relevant and more complex work to the Senior Technicians
Meet the Helpdesk KPIs and Service Level Agreements
Undertake maintenance tasks for monitored systems
Prepare customer hardware or software ready for project delivery
Take on ad hoc project work
Proactively seek feedback on ticket closures to improve customer satisfaction
Undertake and assist with any other roles to ensure the smooth running of the business
Due to the nature of the role, out of hours on call shift will be in place.
Experience, Qualifications, Personal Attributes
2 years experience of 1st line support
Interest and experience in general IT services
Strong Experience with Windows, Microsoft office, Microsoft Teams and Microsoft 365
In depth knowledge of networking technologies including TCP/IP, LAN, WAN, VLAN
Positive attitude and thinker
Hard worker, self-motivated with the ability to work under pressure
Eager to continually develop technical and customer service skills
Excellent communication and people skills
Excellent time management skills with the ability to prioritise workload
Computer based qualification
CompTIA Network+, Security+, Server+ or other certification
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