2nd Line Support engineer

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2nd Line Support Engineer

This leading organisation that prides itself on innovation and first class service are looking to hire a 2nd Line Support Engineer to act as the technical specialist. The 2nd Line Support Engineer will have good skills in analysing incidents and problems and be the escalation point for the 1st Line Support Engineers to assist, when required, to resolve an issue.

The 2nd Line Support Analyst role will be a very hands-on member of the IT Service Desk team responsible for the Group PC and server configuration, mobile device management and application support.

2nd Line responsibilities

*Escalating Service requests, when necessary

*Resolution and recovery of assigned incidents

*Monitoring the status and progress toward resolution of all open incidents assigned to them

*Monitoring tasks of servers and network components and applications

*Escalation to 3rd party support vendors, when necessary

*Communicating solutions and workarounds to First Line Support

*Communicating incidents generated by monitoring tools to First Line Support

*Providing monitoring and diagnosis tools to First Line Support

*Creating knowledgebase documents and providing relevant training to Service Desk staff

*Providing other information to First Line Support to assist with incident classification, initial support and escalation

*Accurate and complete recording of incidents from and to other internal groups using the Service Desk ticketing system

Skills & experience

*Systems and platform administration and maintenance

*Excellent customer service and a good telephone manner

*Good problem solving and analytical skills

*Good level of knowledge of computer hardware and software and system troubleshooting

*Up to date knowledge of Windows domains, operating systems, virtualisation technologies

*Good understanding of network fundamentals (switches, routers, TCP/IP)

*Facilitation and project management skills