2nd Line Support

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This is a brilliant chance to join a Gold Microsoft Partner, to get yourself in a brilliant opportunity to progress your career to the next step. To be able to progress up a ladder instead of sideways. DUTIES AND RESPONSIBILITIESReporting to the Team Leader the role will include remotely diagnosing and resolving incidents using remote access software and verbal communication. A highly motivated and conscientious individual your main areas of responsibility will be:Ensure customers tickets are responded to within SLA.Ensure communication with the customer is regular with regards to their incident/change request.Diagnose and resolve incidents using remote access tools and verbal instructions.Update ticketing system and technical information repository with detailed notes.Liaise with partners and third parties to aid in the resolution of incidents.Act as an escalation point for Service Desk Agents, Apprentices and more junior 2nd line engineers.Maintain a high-quality service to the customers.Assist with the mentoring and coaching Service Desk Agents, Apprentices and more junior 2nd line engineers.Assist in the creation of best practice, new user and leaver guides.Act as Buddy when required for the induction of new 2nd line team members.You will also be expected to carry out any reasonable duties which may be requested from time-to-timeYour skills & knowledge:An excellent knowledge of a server and networked environment.Virtualisation experienceStrong desktop support experience.Understanding of Firewall, anti-virus and other security technologies.Experience with Microsoft Exchange and office 365.Good customer service skills and the ability to handle customers' needs effectively in a variety of circumstances.Ability to tailor style of coaching and training based on individual's needs.Ability to build relationships with the wider business.Good telephone manner.A good understanding of firewall technologies.Excellent problem solving and analytical skills with a confident pro-active approach to work.Ability to work in a highly functional team as well as individually when required.Strong communication and knowledge sharing skills.Good attention to detail with the ability to maintain a consistent approach.Effective communication skills are essential along with time and workload management skills. You should be able to prioritize your work based on the customers' needs and have excellent organisational skills to manage multiple cases at the same time.This is a rough guide to what is expected of you at my client. If you are looking for your next step in your career and want somewhere that is going to invest in you and lay out good progression. Apply or email me on [email protected]