2nd Line Support
1 day ago
Job Title: 2nd Line Support Engineer
Location: London (5 days on site)
Pay Rate: Negotiable
Contract Length: 6 Months
Advantage Resourcing are working in partnership with a well-known IT software solutions provider who are currently recruiting for a 2nd Line Support Engineer to join their organisation for their customer's sites in the London area.
- A Technical Support Engineer provides 2nd line support to end-users and customers
- Troubleshooting and resolving front line issues and queries
- When appropriate, you will act as a technical escalation route to our 1st line Service Desk.
- Logging incidents, service requests, changes and problem tickets in our support platform escalating where necessary
- Troubleshooting and resolve tickets whilst liaising with users until resolution is achieved, or escalation is required, retaining ownership throughout the lifecycle of the ticket.
- Creating / updating training materials, runbooks and knowledge base articles
- Ensuring timely resolution of incidents in line with Service Level Agreements (SLAs).
- Remain customer obsessed throughout all your work to ensure the highest levels of customer satisfaction.
**Skills Required**:
- As a Technical Support Engineer, you will have the ability to troubleshoot issues across networking, desktop, mobile and other IT infrastructure systems using a methodical and logical approach.
- A good understanding and knowledge of ITSM practices and procedures
- Good knowledge of enterprise-level IT systems and services
- Experience in co-ordination of issue resolution to agreed service levels and targets
- The ability to self-organise and prioritise workload
- Excellent communication and inter-personal skills
- A proactive approach to self-development
Reference: 67040
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