2nd Line Support Engineer | Contract | Maidenhead

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2nd Line Support Engineer | Cloud Applications, Routers, Hardware | Maidenhead | 6 months +

I am looking for a 2nd Line Support engineer to join a team of Engineers who are resolving technical issues for a cutting edge product. We are looking for someone to bridge the gap between 1st line basic enquiries and the 3rd line software & hardware engineers. You will mostly be dealing with Phone calls and email enquiries for a relatively large customer base.

Daily: £200 - £220 per day

Location: Maidenhead

Length: 6 months +

Start: ASAP

You will be involved with a variety of service desk, targeted investigations from support to analysis for customer support requests and product trial support. Candidates must have excellent customer service and quality management skills, equipped with the passion, resources and commercial insight to help achieve them. In return, you will be working with a wide range of technologies as part of a friendly and dedicated team, in a great environment. The ideal candidate should have experience of working in a dynamic environment, requiring constant updating of knowledge in both the technical and procedural aspects of the job.

Role:

* To provide second level technical support and investigation for customer impacting bugs/faults as well as product trial support

* Build in-house procedures for issue management

* You will support the first line team to resolve issues that come into the service desk acting as a point of escalation for more challenging issues

* Ensure that incidents are resolved in a timely manner to meet defined service level targets

* Proactively help resolve tickets where required

* To participate as a project resource as and when required

Skills Required (Not all essential)!:

* 2nd Line Support (1st and 3rd line experience useful too)

* Ability to deal with software and hardware technical issues

* Mac, Windows, Mobile Troubleshooting

* Ability to get up to speed very quickly on a new product range

* Excellent customer service skills

* Ability to work to tight deadlines

* Ticketing systems

* SLA's - Customer service standards

* Networking knowledge covering LAN/WAN technologies

* Any basic technical support knowledge or experience with IoT / apps / software lifecycle

* Data Analysis

* Past experience in reading / understanding fault reports and or event logging output

*

There is also a chance that this role may become permanent further down the line, so if you are looking for a long term opportunity, then this could also be suitable for you.

If you would be interested in applying, please call me on 0117 910 3355 or simply send me your CV via email or responding to this advert.

To find out more about Computer Futures please visit www.computerfutures.com

Computer Futures, a trading division of SThree Partnership LLP | Registered office | 1st Floor, 75 King William Street, London, EC4N 7BE, United Kingdom | Partnership Number | OC387148 England and Wales