Please scroll down, To apply

2nd Line Support

hiring now

Hays

2021-12-03 07:43:52

Job location Morley, Yorkshire, United Kingdom

Job type: fulltime

Job industry: I.T. & Communications

Job description

2nd Line Support

2nd Line Engineer
Leeds City Centre & Remote working
Up to \u00A330,000

Your new role
The 2nd Line Engineer is a technical and client facing role that requires good technical understanding and great relationship management skills within a Service Delivery setting.
At 2nd line you will have the opportunity to investigate, support and fix technical and data related issues, for the group's technology implementations. This includes providing an interface for all other Service Operation processes and activities. The 2nd Line Engineer role understands our product and service portfolio and utilises this to facilitate exceptional service delivery to clients.

Responsibilities
Provide software and hardware 2nd line support Cloud enabled and on-premise clients.
Provide 1st line support duties as and when required.
Monitoring and triaging incoming support tickets in line with existing SLA's.
Responsible for 2nd line ticket queues, logging all customer communication in service desk and ensuring accurate, up to date records are prioritised correctly.
Provide first point of contact support for technical issues via the service desk and sound communication across tickets, email, video, and telephone.
Communicate regularly with stakeholders to provide timely status updates on investigation, progress, and ticket resolution.
Proactively deliver excellent customer service for 2nd Line Engineer within the Service Desk remit, constantly seeking ways to improve client experience and satisfaction.
Create and maintain Service Desk Knowledge Base Investigate problems and propose solutions, escalating ticket issues to 3rd Line support engineers where appropriate.

Experience needed
Proven experience in a 2nd Line Engineer support role.
Linux administration & Windows Server
MySQL, MSSQL, Oracle DB Client
VPN access
Excellent customer service skills.
Excellent communication skills
Able to provide step-by-step technical support.
Good time management skills, able to manage competing priorities.
Good teamwork skills, a flexible team player, able to work productively within a team.
A positive attitude with a thirst for continuous improvement
Demonstrates a strong interest in technology.
Able to perform in a high-volume, fast paced environment.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

Inform a friend!

Top