2nd Line Support Engineer

4 weeks ago

Loughborough, United Kingdom The Access Group Full time

**Level 2 Infrastructure Engineer**
Join the Access Family and see how we make software ideas become a reality
Our core value of Love Work, Love Life, Be You' has been central to our success and so we're looking for people to join us who share our passion for making things better every day and help us continue to grow.
We are the number one UK headquartered software provider in the UK and are forecasted to grow to a global population of over 12,000 employees by 2026.
What are we all about?
At Access, we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from the Hospitality sector, to Manufacturing industry, to Not for Profit'sto Construction, and many more.
We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business, currently helping over 60,000 customers to have the freedom to do more.
**About you**:
You are a dynamic individual who can manage their own workload, understands customer communication and delivering a quality service for our user base. Has good inter-personal skills. Is well organised and practical, with a logical, analytical approach to problemsolving. Pays careful, close attention to detail. Is skilled in installing one or more items of hardware and software.
**Day-to-day, you will**:

- Occasionally work unsociable hours (evening/night, weekends, bank holidays)
- Work effectively with teams in other geographic areas, particularly UK etc.
- Help direct and educate/build skills in less experienced staff
- Be flexible
- Complete any other duties as assigned by an authorised supervisor
- Providing technical support and resolving issues on the phone with the clients where possible.
- Provide regular communication to customers concerning the status of incidents.
- Maintain ownership of incidents ensuring status updates and resolution according to KPI's.
- Proactively manage all individual and team assigned incidents and new requests.
- Monitoring and progressing incidents and requests received through all contact channels.
- Working with supplier support contacts to resolve complex technical issues.
- Troubleshooting operating System, Hardware & Application issues on any desktop device.
- Resolving technical issues, updating Status/Workaround/Resolution within our Service Desk system.
- Acting as a technical escalation point for Technical Support Analysts to progress tickets throughout their life cycle.
**Your skills and experiences might also include**:

- Excellent written and verbal English communication skills
- Networking knowledge and experience (LAN/TCP-IP)
- Experience of working to an ITIL Framework
- Experience of supporting and maintaining Windows Server Environments (Active Directory, DHCP, DNS)
- Experience of supporting Citrix Environments and deployments
- HyperVisor Knowledge (VMware)
**What does Access offer you?**
We are a growing software company, and we deliver on what we say we do We take the development of our people very seriously and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.
On top of a competitive salary, our standard 25 days holiday (which goes up the longer you're with us), and a matched pension scheme you'll also be able to choose from a range of benefits to suit you. We pride ourselves on being an organisation that gives backso you'll also have a charity day you can take to support something that matters to you.
At Access we're all about helping everyone Love Work and Love Life. Why? Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your past experience doesn't match perfectly, we'd still loveto hear from you. You might just be whom we are looking for.
We love the fact that we're all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it's just more fun
What's holding you back? Come and be part of our Amazing Access Family
Love Work. Love Life. Be You.

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