Working Hours: 8-hour shift patterns between the hours of 7am -7pm
My Client are a successful and fast paced IT Support Consultancy, they are looking for an experienced 2nd Line Support Engineer to join their growing business., you will be part of a team responsible to support our IT ecosystem.
You will be expected to provide feedback and assist the team leaders to ensure your individual and team SLAs and KPIs are exceeded.
* Work with the 1st Line and 3rd Line Support Teams, and independently assign existing tickets to yourself to resolve
* Keep within and exceed SLA targets.
* Provide IT support to our customers remotely.
* Liase with our customers 3rd party Software providers and our own suppliers to create and update upstream cases.
* Monitor Wallboards and system Dashboards
* Provide regular and relevant updates to customers during the support process
* Escalate and handover in a way that enables colleagues to effortlessly continue the support process.
* Update tickets and documentation with a view to eliminating any repetition and making the information effortless to understand for a customer or colleague
* Attend monthly 1on1, Team and Company meetings, making contributions and feedback towards important systems and processes
* Ensure all operations are always aligned with our company’s values and in a way that makes the customer experience as effortless as possible.
Essential Knowledge, Experience and Traits:
* MSP/IT Call Centre Environment Experience is a MUST
* Excellent phone manner and experience in personal customer interactions/support
* Eager to make contact with customers and gain regular positive customer feedback.
* Excellent documentation skills, with the ability to allow customers and colleagues to quickly and precisely understand systems that we manage.
* The ability to triage and gather all surrounding and applicable data to allow issues to be solved according to our company values and KPIs
* A passion for technology and enthusiasm to learn new skills both in company provided training and self-improvement & education
* Efficient and effective use of ticketing systems, web chat
* Confident and enthusiastic
Expected Product Knowledge & Experience:
* Microsoft 365 Products
* Cloud and on remise Backup Solutions –Veeam, Acronis
* SaaS Backup Solutions
* Internet Services - General Skills
* Understand KPI’s
* General Cybersecurity Products
* Windows, Workstation & Servers
* Print Services
* Active Directory
* RMM Tools
* Automation Tools
* Customer Line of Business apps
* CRM systems
If you feel that you match the requirements then please feel free to submit your application to ben@talent-torch.co.uk
NO SPONSORSHIP FOR THE ROLE
Only suitable Candidates with the relevant experience will be contacted
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