1st/2nd Line Support Engineer

2 days ago

Dartford, United Kingdom Pearson Whiffin IT Full time

My client is a seeking a 1st/2nd Line Support Technician to join this dynamic and fast paced environment. This is an important, customer facing and key position, within the team. The primary role will be delivering support to my clients end clients. This is a role within a small team, but with a large outlook on all aspects in the area of technical support, from logging and triaging initial call tickets, to providing in-depth product and technical support. What we expect from you **You will have the following responsibilities**: - Be able to work in a multifunction 1st / 2nd line support team, to deliver customer focused support - First point of contact for incoming and new support call tickets for Managed Service Clients - Initial triage and prioritisation of new support call tickets for Managed Service Clients - General day to day call management of Managed Service Clients open call tickets, ensuring any related SLA's are noted and met - Following Standard Operating Procedures to deliver consistent delivery of support. Identifying and recommending any improvements to existing support procedures in order to deliver efficiencies or improvements. - Provide proactive services and monitoring - Deliver 1st \ 2nd line support actions, fixes, solutions or resolutions - Escalate to management level when necessary in a timely and efficient manner - As required, work closely with external providers to ensure any support requirements are delivered to assist in call resolution - Involvement in the weekly/fortnightly/monthly client update calls as appropriate - Taking minutes and actions where required. - Creating and monitoring statistics showing progress (from time issue raised to resolution) in accordance with Customer Service Level Agreements - Daily reporting of all and any immediate SysAid issues to key personnel and managing process through to resolution. - When required running monthly defect Report for customers. - Assist in creation of a suite of Internal Reports that can be used to create a consolidated management report for Client Services Manager. - Assist with keeping Client "pro-formas" up to date (e.g., versions, number of users) on SharePoint. - Provide support to the CST Manager, by maintaining good knowledge of workload and current issues. **Essential Skills**: - Strong communicator both verbally and in written form. - Ability to manage multiple tasks with challenging deadlines. - Strong focus on customer support, customer service and service delivery. **Desirable Skills**: - Call ticket ownership and management understanding and sound understanding of ITIL methodologies and processes. - Proven experience and/or genuine interest in the IT sector. - You take ownership and responsibility and have the confidence to challenge.

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