Role: 2nd Line IT Engineer
Location: Didcot
Salary: £32k
Benefits:
* 20+ Days Holiday and rising (plus bank holidays)
* Flexible working (WFH incentives)
* Private medical cover
* Discounted gym membership
* Epic Christmas Parties - (weekend in Iceland last year!)
* Car Parking
Primary Purpose
The Desktop team are tasked with supporting, investigating, and resolving our MSP client's IT related systems and making sure all issues are dealt with in a timely fashion.
Key Responsibilities
* Being the first point of contact for all incoming support calls, emails, and sessions - when necessary
* Being an escalation point for all escalations coming from apprentice, and 1st line, engineers
* Ensuring all forms of support call are logged in the system and the client is kept updated
* Manage incident and request tickets ensuring established SLA's are met
* Providing support to our clients
1. Help the Helpdesk Management Team with continued business improvements
2. Provide support to the apprentice, and 1st Line, engineers
3. Manage/Maintain all escalations from the apprentice, and 1st line, engineers
4. Communicate daily to clients with open tickets
5. Managing the client's expectations with ongoing tickets
6. ...