2nd Line Support Engineer - Cloud based products - O365

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2nd Line Support Engineer - Cloud based products - O365 - Customer Service - Fix, Troubleshoot, Resolve - SQL - Communication to non-technical users - Basic Disclosure

My client a leading technology provider to the Education Sector is seeking a Customer focussed 2nd Line Support Engineer to join their existing team in Bellshill.

The successful candidate will be required to provide 1st & 2nd line telephone, email and online based technical support to customers with issues and queries surrounding Cloud based products and O365.

With a background in completing service calls including troubleshooting and resolving incidents, you will also be able to identify and implement tasks to improve processes, simplify activities, and improve customer engagement/ satisfaction

Key Duties:

* Managing support calls prioritising, fixing and escalating effectively.

* Liaising directly with customers and be required to close calls within stated service level agreements.

* Working with colleagues to ensure that all telephony and call handling targets are met successfully.

* Logging support calls on behalf of customers.

Skills:

* 1st/ 2nd Line Telephony support including experience of supporting Cloud based or server hosted applications

* SQL scripting experience

* Excellent Customer Service skills

* General networking knowledge on platforms such as: Microsoft Server 2008/2012 and Microsoft Exchange

Database administration

* The ability to liaise with technical and non-technical users effectively

Please note candidates must be willing to undergo a Basic Disclosure Scotland check before the contract commences