2nd Line Technician
2 months ago
Role: 2nd Line Engineer
Basis: Full Time
Salary/Package: £25-27k
Our client specialises in IT security solutions and have won loads of awards for our excellence including Sophos Partner of the year twice. Our philosophy is to work hard and play just as hard. We are a privately owned company who have been in business since2003 and continue to grow year on year.
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
INDIT
Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.
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