2nd Line Engineer- Manchester


Premium Job From BCT Resourcing

Recruiter

BCT Resourcing

Listed on

6th December 2018

Location

Manchester

Salary/Rate

£30000 - £30000

Type

Permanent

Start Date

2018-12-06

This job has now expired please search on the home page to find live IT Jobs.

Position: 2nd Line Engineer

Location: Salford, Manchester

Salary: £30,000 per annum

Job type: Permanent

With our head office based in the heart of Salford Quays; we pride ourselves in having an energetic, and fresh office culture.

Details of the Role

Based in Manchester, working in our Technical Support Team, providing remote support to our broad range of customers.

The role requires an individual who can deliver quick resolutions with quality customer care, have excellent communication skills via the Phone and email, can work well as part of a team, is able to multi-task yet show grace under pressure, is able to put the customer first, has a positive attitude towards work and colleagues and enjoys working with new an evolving technologies.

Job Responsibilities

Triaging new incidents by accurately assessing impact and investigating issues in a timely manner, whilst adhering to Response SLAs and KPIs

Owning and managing tickets both procedurally and technically within Resolution SLAs and KPIs

Ensuring all information is clearly and accurately recorded on tickets

Escalating tickets to 3rd parties and vendors; then proactively chasing

Escalating tickets to internal 3rd Line Technical Support where appropriate

Skills:

First and foremost, you should have a good attitude; which would be a person who enjoys working with technology and is eager to learn and pick up new knowledge and skills. We often find good candidates have their own Lab at home etc

Concise communication skills and able to give excellent customer service to our customers, with a general ethos of putting the customer first

Good Multi-Tasker and shows grace under pressure

Has an effective approach to troubleshooting and is a natural problem solver

2nd Line Infrastructure Engineer should ideally have technical ability in the following: -

Non-Negotiables skills:

VMware vSphere, NetApp SAN (7mode/Cluster/MetroCluster)

Experience managing tickets - escalating where appropriate

Excellent customer service

KEY SKILLS:

VMware vSphere, NetApp SAN (7mode/Cluster/MetroCluster) Experience managing tickets - escalating where appropriate Excellent customer service

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