2nd Line Support Engineer

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2nd line Support Engineer

EllisKnight are partnered with a fantastic growing business based in Cumnor, Oxforshire and we require a 2nd / 3rd Line support technician person to work on a busy helpdesk to deliver technical support via the telephone, email and using remote access software, to our increasing client base.

Ideally, you will have achieved an up to date Microsoft qualification and / or will have some experience of working on a busy helpdesk or at least have some basic knowledge of IT. However, the most important skill is a desire to learn and the ability to communicate well, on the job training will be provided as part of the role.

Essential Skills

Excellent customer service skills are essential in this busy office environment as you need to be very well organized and have the passion to deliver first class IT support, fixing client's IT issues and keeping our clients up to date at all times. An excellent telephone manner is a must as you will be answering the phone to our clients when they ring in and will be calling them back to keep them updated as to the progress of their call.

Main Responsibilities Answer the telephone and log calls into our helpdesk application; entering detailed information as to what the problem is and what actions have been taken so far to rectify.Attempt first time fix; working with the user and your team to try to resolve the issue as quickly as possible.Calling the user back at agreed timescales to ensure they are kept abreast of the situation and understand what the next steps are and when they will happen.You need to be a calm and assured person who works well under pressure and to tight deadlines, is very well presented and has very good communication skills.

We look forward to hearing from you!!