2nd Line Support Technician
7 days ago
Our reputation for outstanding customer service and client satisfaction means we are adding to our successful and growing team based near Chichester with an amazing opportunity for a? 2nd Line Support Technician. We excel in providing business to businessIT support services and are proud to have an extensive client base throughout the southern counties alongside some national and international clients.
If you are interested in joining us you should know that exceptional customer service features high on our agenda, the key to success in this role will be possessing an excellent telephone manner along with your ability to remain calm under pressure. Your abilityto communicate confidently and effectively with a wide range of users is very important.
You will need to be self-motivated, as the role is fast paced and demanding. A high degree of accuracy and speed in taking notes and recording work undertaken is also required.
**Job Description**:
- Working Hours: 8am - 5pm Monday - Friday (excluding bank holidays)
- Potential to work from home on part / full time basis
Key Responsibilities and Main Duties:
- Deliver a professional, friendly first-class customer service where clients are regularly kept informed, demonstrate the ability to communicate effectively both technically and non-technically as appropriate.
- Maintain quality and accuracy throughout the service delivery.
- Responsible for receiving, prioritising, documenting and actively resolving client issues within agreed time-scales.
- Promptly respond to inbound support calls when the 1st line support technicians are unable to do so, log reported incidents via the helpdesk system, accurately record the client details, nature of incident and level of urgency.
- Conduct analysis and implement fixes aiming to restore services to the client as soon as possible, ensure highest levels of communication with clients during and after resolution.
- Accountable for personal ticket queue, updates and the completion of associated tasks, following our escalation policy.
- Liaise with external suppliers, partners and third parties to resolve faults and repair of equipment.
- Carry out site visits and on-site troubleshooting as and when required.
- Commit to work through client issues from beginning to end, handover with effective notes and a detailed explanation of work undertaken.
- Be willing to attend training as necessary to keep up to date with the latest technology.
- Comply with relevant legislation, internal policies and procedures.
- Undertaking other reasonable duties not specifically stated which from time to time are necessary, without altering the nature or level of responsibility.
- Support the 1st line support technicians as and when required.
**Benefits**:
- Competitive salary
- 29 days annual leave
- Company pension
- On-site parking
- Employee assistance plans
- Employee perks and discount scheme
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