1st/2nd Line Support Engineer

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Role: 1st/2nd Line Support Engineer Type: PermStart: ASAPSalary: £25,000 per annum (Dependant on experience) The ideal candidate will have a minimum of two years' experience in a similar technical role, although candidates who can demonstrate a track record of fast paced learning may be considered. Main Duties:Provide 1st line interface with customers logging issues covering all support channels (email, telephone, portal and instant messaging)Manage incident lifecycle from logging, investigation through to resolutionProvide 2nd line support for the MS technology's including, Office 365, InTune, Windows 7,8 10, AzureCarry out and manage technical escalation to 3rd line, service management and project teamsWork with Service Managers/Service Desk Manager on reportingProvide technical assistance to projects teamsMonitor and progress incidents, changes and requests assigned to other team membersCreate and maintain knowledge base articles around core internal and customer technologies Essential Experience:Worked in a IT support roleIT infrastructure support working across a range of up to date technologies including Office 365,Exchange, Windows 7, 8 and 10, Active Directory, Mac OS, Apple iOS and AndroidLogical and methodical problem-solving skillsAbility to convey technical issues simply to end usersUnderstanding of customer service skills showing empathy, confirming understanding, effective listening etcAwareness of ITILCreation of knowledge base articles around core internal and customer technologies Aptitudes and Attributes Excellent written and verbal communicationAble to manage time and work under pressure to tight deadlinesAble to manage the demands of numerous tasksAble to work on own initiative and within a team environmentSelf-motivator and able to motivate othersDiplomatic when faced with issues Other Requirements:Willing to undertake further training to fulfil the requirements of the roleContinuous development of technical skillsets through research and lab creationExtended hours support coverage and infrastructure maintenanceWilling to work additional hours to meet the demands of the roleMay be required to travel on company business ad-hoc basis Due to the volume of applications, we regret that we can only respond to those meeting our above requirements.