2nd Line Technical Support | Belfast (Hybrid) | 18 Month Contract | £30,000 Equivalent Salary
Experis recruitment have partnered with a Global Tech Giant to recruit multiple Technical 2nd Line Support Engineers in a customer-facing role.
The successful candidate will be responsible for the strategy, design, and implementation of the end-to-end customer experience for our client. This is part of an exciting journey for our client who are looking to build a new support function out of their Belfast office.
Our client sees support engineers as a frontline technical resource for their customers, you will be expected to deliver exceptional customer service whilst also taking the opportunity to up-skill yourself technically and personally.
Key Responsibilities:
* Responsible for the customer support experience.
* Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams.
* Identify cases that require escalation.
* Create and maintain incident management requests to product group/engineering group.
* Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer experience.
* Provide ramp activities, knowledge sharing, technical coaching and mentoring.
* Drive technical collaboration & engagement.
* Lead or participate in building communities with peer delivery roles.
Key Experience Required:
* Previous experience in a technical support role.
* Knowledge and demonstrated technical proficiency in SharePoint or Microsoft Teams.
* Support experience investigating complex Microsoft 365 issues relating to performance, administration, site configuration and customization.
* General understanding of Microsoft 365 administration principles.
* Knowledge of Microsoft security compliance and identity fundamentals.
* Good general networking knowledge including DNS, TCP/IP, Sub-netting.
* Experience of web standards and technologies eg. HTTP, JavaScript, CSS, XML.
Nice to Have:
* MCSE/MCSD Certifications.
* Customer handling experience on technical issues.
* Ability to work through ambiguity and independently.
Benefits:
* Annual leave.
* Pension.
If you feel you are suitable for this position, please apply with an up to date CV.