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2nd Line Support Engineer
2 months ago
Role: 2nd Line Engineer
Basis: Contract
Location: Abingdon
Salary/Package: £200 - £250
Primary Purpose
The Desktop team are tasked with supporting, investigating, and resolving our MSP client's IT related systems and making sure all issues are dealt with in a timely fashion.
The role will involve the following.
- Providing support to our clients
- Help the Helpdesk Management Team with continued business improvements
- Provide support to the apprentice, and 1st Line, engineers
- Manage/Maintain all escalations from the apprentice, and 1st line, engineers
- Communicate daily to clients with open tickets
- Managing the client's expectations with ongoing tickets
- Ensure all client related problems are logged correctly
- Inform the Desktop Team Lead of any tickets requiring escalations
- Working with client's 3rd party suppliers and vendors when appropriate
- Adhere to all company policies and procedures
- Ensuring that all role related KPI's are met
- Logging, managing, and resolving client IT issues
- Maintain desktop asset register and configurations
- Undertake any other reasonable duties as required to meet the needs of the business Key Responsibilities
- Being an escalation point for all escalations coming from apprentice, and 1st line, engineers
- Ensuring all forms of support call are logged in the system and the client is kept updated
- Manage incident and request tickets ensuring established SLA's are met
Person Specification
Minimum:
- Excellent knowledge in Windows 7/8/10 installation and configuration
- Good knowledge with MacOS installation and configuration
- 2+ years' experience working with medium-large businesses
- Ability to learn on your feet
- Strong communication skills
- Excellent troubleshooting and problem resolution skills
- Excellent client service
- Positive attitude to work
- Strive to continuous improvement
- Able to work independently under pressure
- Minimum of 2 years' IT experience in a corporate or services environment
- Driving license and own transport
Desirable:
- Exposure to Microsoft Server OS - 2008/2012/2016
- Comptia A+
- Comptia N+
- Wireless management - Ubiquiti, Meraki, Netgear, etc
- Group policy management - deployment or management
What we offer you
**Benefits**:
- 20+ Days Holiday and rising (plus bank holidays)
- Flexible working (WFH incentives)
- Private medical cover
- Discounted gym membership
- Epic Christmas Parties
- Car Parking
INDIT
Planet Recruitment is acting as an Employment Business in relation to this vacancy.
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