2nd Line Support

1 day ago

Reading, Reading, United Kingdom Candour Recruitment Full time £22,000 - £28,000 per year
Job Description

1st / 2nd Line Support

Reading
£22,000 per annum

An exciting opportunity has arisen for an experienced IT Engineer to join a specialist IT provider based in the Thames Valley.This organically grown company is part of one of the largest suppliers in the UK, has a great reputation and is growing year on year. The Role is to provide first line support across a wide technologies, ideally, resolving issue at first line, but if not possible to escalate to the appropriate technical resolver group.

Key Tasks:

  • Use technical knowledge to affect remote ticket resolutions.
  • Ensuring tickets are correctly logged and categorised on the service desk system.
  • Take responsibility for tickets through the whole incident management process, ensuring resolution within service level agreements and escalating when potential breaches may occur.
  • Ensure customers are kept updated on ticket progress.
  • Centrally manage engineer's movements and availability.
  • Help develop and produce statistical data on incident management performance.

Key technical skills required:

  • Knowledge of basic support of Windows Operating Systems
  • Knowledge of basic support for Microsoft Office toolsets
  • Active Directory Administration - Password resets, unlocking, etc.
  • Basic all-round troubleshooting skills
  • Experience of working in a First-line Support Department
  • Experience of providing support via telephone and e-mail
  • Awareness of network environments (routing/switching/VLANS/Security/Wireless/etc.)

Personality skills:

  • Must be able to work un-supervised, on own initiative
  • Must have good communications skills
  • Must be a logical thinker
  • An excellent problem solver with strong analytical skills
  • Someone who likes to keep up to date with the latest technology
  • Can meet deadlines and maintain high standards even when under pressure

Salary £24,000 - £28,000 per annum plus benefits.

Services advertised by Candour Recruitment Ltd are those of an employment business.

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