2nd Line Support/ Desktop Support/ Microsoft Certified Training

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2nd line Support/ Desktop Support/ End User Support Location: Newcastle upon TyneSalary: £22,000- 24,000Benefits: Microsoft Certified Training, Certification Reward scheme, Internal Progression, Social events. This MSP is looking for a 2nd Line Support individual to join their vibrant, collaborative team in Newcastle upon Tyne. If you have strong 1st line support and have started working on the 2nd line, this may be the progression opportunity for you! You will be working in a past faced environment from day 1, taking on a variety of responsibilities. To be successful in this role you will need a flexible approach and a passion for learning on the job.You will be responsible to diagnosing and resolving incidents that have been passed up from the 1st line support team. Day to day you will be resolving incidents using remote access software and verbal communication. This company has a strong ethos of learning and development, ensuring that their employees develop internally and learn new skills every month. With a Microsoft certified trainer on site, you will have the opportunity to decide your learning path and gain accreditations/ certifications. Day to day responsibilities will include:Ensure customers tickets are responded to within SLA.Regular communication with the customer with regards to their incident/change request.Diagnose and resolve incidents using remote access tools/ verbal instructions.Update ticketing system and technical information repository in detailResolve incidents via liaising with internal departments and third partiesAct as a technical escalation point for the Service Desk Agents.Assist with the creation of best practice, new user and leaver guides The following experience and skills are required:Knowledge of a server and networked environment.Experience using remote access software to resolve issues.Desktop support experience. (1st and 2nd)Knowledge of Backup technologies.Experience with Microsoft Exchange and office 365.Good time management in relation to prioritising workload based on incoming tickets.Brilliant customer service and communication skillsExperience working in a fast paced, collaborative environment Does this role sound exactly what you are looking for? Will this give you the opportunity to progress your career? Let's look at the benefits! Benefits include and are not limited to:Qualification and Certification Reward SchemeIn house Microsoft Certified Trainer25 days holiday (increases up to 30 days)Pension schemeEnhanced Maternity and Paternity PayPHI (Income Protection Scheme)Employee Assistance ProgrammeEye care vouchersCycle to Work SchemeRelaxed Dress CodeRegular subsidised social events What are you waiting for? This company are looking to interview asap. Send your CV today!