2nd Line Engineer

6 days ago

Calne, United Kingdom eSift Ltd Full time

2nd Line Support Engineer
An exciting opportunity has arisen for a 2nd Line Support Engineer to join a fantastic team based in Swindon. This will be office based.
This is a great step for someone looking to join a company with a view to progression in their career. You will be supporting and offering a solution thought pattern to achieving a solution to our customer's needs.
Location: Swindon Salary: £35-£40k + Benefits
Key responsibilities:

- Deal with general client enquiries and to provide second line helpdesk support including:

- Log calls and create tickets on the ConnectWise system keeping up-to-date client records.
- Maintain a high degree of customer service for all support queries and adhere to all Company procedures.
- Interact with customers, staff and external third parties, quickly gaining the respect of others, both colleagues and customers at all levels.
- Take ownership of user problems and be proactive when dealing with issues, keeping clients updated and providing feedback on progress of logged issues.
- Escalate more complex calls to an appropriate manager/Director for resolution.
- Maintain a log of any software or hardware problems detected.
- Inventory, hardware and software asset management.
- Perform testing and to support all aspects of testing and acceptance for given projects.
- Evaluate user needs and system functionality, ensuring that IT facilities meet these needs.
- Assist with updates and renewals for software maintenance.
- Support clients in the use of computer equipment by providing training when necessary.
- Develop and implement technical processes as required.
- Ensure the security of systems and data from internal and external attack.
- Manage crisis situations, which may involve complex technical hardware or software problems.
- Attend necessary training courses to build competence in providing technical assistance and support to customers.
- Arrange for external technical support where problems cannot be resolved.
- When applicable provide out of hours technical service support; Carry out any other duties that are within the employee's skills and abilities whenever reasonably instructed.
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