2nd Line Engineer

2 days ago

Gloucester, United Kingdom Elite Staffing Solutions Full time

My client is well established IT company who provide security and IT solutions to a range of clients. They provide an excellent service from start to finish and pride themselves on their values for both employees and customers. They are seeking a 2nd LineSupport Engineer on a full time, permanent basis. You will be based in their Gloucester Office providing 2nd line support for incoming service requests, utilising the help desk ticketing system and offering excellent and effective customer service.

The salary is up to £27,000 depending on skills and experience.

**Main duties include**:

- Take ownership of support requests, ensuring they are resolved and ensure customers are communicated to at all times
- Escalate incidents to senior engineers, where appropriate
- Provide mentoring for the 1st & other 2nd line support Engineers
- Correctly log and update tickets with the required information relating to support requests
- Manage and maintain the end point monitoring platform on a daily basis
- Log support tickets for all issues flagged, including 24/7 and daily checks.
- Manage own ticket queue and work schedule in an efficient manner
- Assist on Project work as and when required
- Provide coaching on technical skills and processes to other staff
- Provide pre-sales support to existing customers
- Provide general administration and scheduling tasks for the service desk coordinator
- Ensure all paperwork relating to finished work is accurately completed and submitted in a timely manner.
- More than 2 years’ experience working in an IT support environment covering a number of different technical areas
- Sound technical IT skills
- English Language (written and verbal) to a GCSE level or equivalent.
- At least 1 formal IT qualification at entry level or above i.e. GCSE ICT, CompTIA, Microsoft certification, BTEC or similar
- Comfortable working within a team or on own initiative
- Excellent working knowledge of windows server 2003/2008/2012/2016
- Excellent working knowledge of windows 7/8/10
- Excellent working knowledge of Office 2003/2010/2013/2016/365
- Good working knowledge of major networking components, networking operating systems and basic configuration and maintenance

Elite Staffing Solutions are acting as an Employment Agency on this vacancy.

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