2nd Line Support Engineer x2 - Cheltenham - Permanent Opportunity - £28-30k OTE
Your new role
The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the 2nd line IT Support Analyst is to provide second line software, hardware and network support for customers across multiple sites. Including but not limited to desk side support, server, network and other infrastructural support.
Reporting to the 2nd Line Team Leader, the Second Line IT Support Analyst will work in a dynamic, fast-paced environment which provides services over the phone, through e-mail and in person (for walk-in customers). The analyst will be responsible for providing 2nd line technical support, maintaining a high degree of customer service for all IT incidents and requests; adhere to all service level agreements and processes, taking ownership of user support, troubleshooting, fault resolution and service management. The analyst will take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
Key responsibilities:
- To provide 2nd line technical support in a calm, professional and customer focussed manner
- To maintain a high degree of customer service and adhere to all service level agreements and processes
- Take ownership of user support, troubleshooting, fault resolution and service management; escalating incidents to other support teams where necessary
- Take ownership of customer problems and follow up the status of problems to the customer and communicate progress in a timely manner
- Log & prioritise all incidents, service requests, change requests in the Service Desk Management tool
- Highlight when external technical support is required where problems cannot be resolved in-house, liaise with 3rd Party suppliers to expedite resolution
- Provide hardware configuration, support and maintenance
- Remote Support management of customer hardware/software
- Complete service request fulfilment as necessary
- Maintain IT asset records accordingly
- To create, maintain and publish relevant support documentation in order to assist customers and the IT team
- To proactively initiate the creation of new knowledge articles, and to assist in driving the adoption of knowledge through appropriate engagement with other team members and users.
- To participate in problem management processes and investigations.
- Exhibit a flexible approach to working on a rota basis and provide necessary cover where needed
What you'll need to succeed
- Experience of working in a busy environment, to targets, to SLA's and within timescales
- Previous Service Management experience (ITIL preferable)
- Excellent customer service skills and exceptional telephone manner
- Good communication skills on all levels
- Ability to participate and contribute successfully within a team environment
- Must have strong problem solving skills
- Experience in user support for applications
- Good knowledge of Windows 7, 10, iOS, android & other operating systems.
- Knowledge and experience Microsoft Office365 preferable
- Knowledge and experience of Microsoft Active Directory
- Knowledge and experience of Microsoft SCCM
- Knowledge and experience of Microsoft Windows Server
- Knowledge and experience within VMware\Virtualised environments
- Knowledge and experience with Citrix environments
- Solid knowledge and experience of TCPIP, DNS, DHCP, LAN, WAN, WLAN
- Good knowledge of Microsoft Office suite
- Good organisation & prioritisation skills
- Be professional, flexible, able to work under pressure and adaptable to the changing needs of the organisation
- Able to deal appropriately and maturely with difficult situations
- The ability to work within a team, be self-motivated and have a 'can-do' attitude
- Strong problem solving skills
- Ability to plan, manage and prioritise work load under pressure & without supervision
- Full UK Driving license
What you'll get in return
An exciting opportunity to work within a Global organisation in a varied, evolving position where you will be able to up skill and progress due to continued growth.
Free parking in a convenient location is on offer along side a generous benefits package.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.
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