2nd Line IT Support

**_Job description for 2nd Line Engineer/Technical Support _**

**_Job Purpose _**

**_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_

**_Experience, Qualifications, Personal Attributes_**
- _2 years experience of 1st/2nd 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 _

**_Hours of Work_**
- _37.5 hours per week_
- _Includes some working away from home when completing customer site visits_
- _Additional hours as required dependent on the needs of the business_

**_Holiday Allowance _**
- _25 days of annual leave per annum plus bank holidays_

**_Benefits_**
- _Health Insurance_
- _Pension Scheme_