2nd Line Support Engineer (IT Helpdesk Analyst)

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As a 2nd Line IT support specialist you will join a European IT Service Desk and provide excellent technical assistance on computer systems to internal users. You will answer 1st and 2nd line queries across various technical issues and offer advice to solve them.Client DetailsMichael Page are delighted to be partnered with a European distribution company, to support on the recruitment of a 2nd line support analyst. DescriptionWhat you'll be doing?You will primarily be based in Skelmersdale with some travel required to regional offices. At times you may be the only technical person onsite but will have the support of other remote IT support engineers and 3rd party suppliers.Responsibilities:Demonstrate strong technical knowledge and understanding of technical delivery, Office 365, cloud and infrastructure technologies.Providing technical support to computer users - taking enquiries by phone and email.Dealing with problems for hardware, such as servers, computers and printers, and software programs.Asking questions about the problem and explaining possible solutions.Dealing with common or basic technical issues such as resetting passwords.Using automated diagnostic programs to solve network and computer problems.Updating knowledge bases with details of common problems which customers can view online.Using helpdesk software to log calls with descriptions of issues, progress and solutions.Passing calls to a team of 3rd party suppliers if the problem is more complex while still owning the problem through to completion.Arranging a site visit if a problem can't be solved over the phone or by email.Pass on any feedback or suggestions to the appropriate internal team.Identify and suggest possible improvements on procedures.ProfileKey Skills & Experience:Must have over 3 years' experience working in it in a large organisation/enterprise or IT service provider, in a support role with strong computer skills and the ability to troubleshoot and diagnose problemsAble to deliver to SLA and demonstrate resilience to ensure the correct solution is selected with a full understanding of issues, timescales and risk involved.Self-motivated, Logical and objective.Demonstrable experience of juggling multiple priorities and work streams across multiple locations, helping to shape and deliver technical solutions whilst under time and budget pressure.Experience of change control and workflow practices.Tech savvy with working knowledge of MS office products, databases and remote controlFamiliarity with both pc and mac hardware and softwareJob OfferSalary:£25,000 - £30,000 per annum