About the Job:
As a 2nd Line Support Analyst, you will be the responsible for providing 2nd line fault diagnosis, call vetting and advanced technical support to the ESP Hub and dispatch engineers, to successfully resolve escalated incidents in addition to identifying vendor hardware repairs.
What will you do?
Provide technical support for escalated Incidents by ESP engineers to successfully resolve incidents and tickets.
Receive, scope and accurately log, then process each customer ticket and, following known and agreed processes, carry out fault diagnosis, call vetting and advanced technical support to provide ticket resolution.
For each customer ticket, verify the correct priority and SLA (and category where required) and ensure that the full detailed description of the issue is accurate.
Own all assigned tickets and ensure the customer or user is kept fully updated throughout its lifecycle.
Utilise and update available Knowledge Bases to maximise the speed of resolution and improve customer satisfaction, ensuring that all documents are the latest revision and all Analysts are aware of their existence, including all processes and known workarounds.
Escalate hardware faults that are not repairable onsite to the relevant vendor.
Pro-actively monitor, review and chase outstanding tickets to ensure that they are responded to promptly, following defined operating procedures and within agreed contractual services levels.
Ensure that all activities, including any chases or follow ups are added to call management toolsets or any relevant customer databases to enable continuous support from ESP's Global Service Desks.
Proactively carry out call management in a priority order, with the goal of reducing tickets that are in jeopardy of breaching contractual obligations as well as managing customer expectations to reduce escalations in line with operating procedures where required.
Train, develop and provide on-the-job coaching to all members of ESPs Global Service Desks.
Maintain a high level of customer service always to provide an excellent customer experience.
Meet all Global Service Desk standards and agreed response times, ensuring that follow up information from telephone calls and emails is logged and added to the correct service ticket.
Ensure that all telephony and email service levels are met and undertake all 1st Line Support Analyst responsibilities if required.
What will you bring to ESP?
At least 3 years' experience in a technical resolving role, preferably as a Technical Service Desk Analyst or Desktop / 2nd Line Engineer for role holder to perform fully and effectively in the job
ITIL Foundation desirable.
CompTIA A+ and/or MCP accreditation or equivalent job experience
CompTIA N+ and / or Server+ accreditation or equivalent job experience
Microsoft Office Specialist Certification or equivalent job experience
Advanced knowledge of remote support toolsets.
Expert knowledge of call management systems, preferably ServiceNow.
Self-motivated with a willingness to learn and adapt to any new change or situation.
Ability to digest data quickly, analyse issues, devise and execute action plans as appropriate.
Detailed, methodical and logical in their approach to problem solving
Very good verbal and written communication skills
Excellent inter-personal skills; ability to communicate with customers at all levels
Must be eligible to travel to US for Initial onboarding training.
As a 2nd Line Support Analyst, you will be the responsible for providing 2nd line fault diagnosis, call vetting and advanced technical support to the ESP Hub and dispatch engineers, to successfully resolve escalated incidents in addition to identifying vendor hardware repairs.