Technical Support Advisor 2nd Line It

2 days ago

West Sussex, United Kingdom Gold Group Ltd Full time

**2nd Line Support Engineer**
Fully Remote
**Brief**
2nd Line Support Engineer needed for an industry leading IT Solutions organisation who are looking to employ an experienced and well-rounded 2nd Line Support Engineer that takes pride in their work. As part of the Service Desk, you will provide 2nd Line Supportand excellent customer service in the area of IT including; Office 365, Windows Server, Desktop Support, Networking and Wireless Systems.
**What the role entails**:
Some of the main duties of the 2nd Line Support Engineer will include:

- Manage tickets assigned and ensure system is organised and up to date.
- Answer the phone within the agreed target time and as a minimum, to meet any agreed personal call targets.
- To diagnose, log, action and follow through to resolution all faults and requests, including escalations whilst keeping the customer informed of progress. Be able to identify when a fault cannot be fixed remotely and route straight into Field EngineeringCo-ordinator for booking.
- To update your line manager on any outstanding faults or that have breached their SLT, in a timely manner. To adhere and contribute to the company's quality system and processes, and their maintenance.
- Actively contribute to and promote the use of best practice and continual service improvement within the team.
- Contributing to the success of the service operations department and the company.
**What experience you need to be the successful2nd Line Support Engineer**:

- Experience with Windows Desktop (7,8,10)
- Experience with troubleshooting Outlook
- Working knowledge of Active Directory, Exchange, Office 365, Group Policy, DNS,
- Network domains, backup solutions, virtualization, firewalls and routers.
- Experience with troubleshooting printers
- Troubleshooting general PC issues
- Excellent telephone manner and ability to diagnose faults over the phone
- Strong customer service skills Organised and able to work autonomously or as part of a bigger team

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.

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