Overview
2nd Line Engineer – High Wycombe
Salary: £27k - £34k
Benefits
* Discretionary yearly bonus scheme dependant on company performance.
* 33 days holiday per year including Public Holidays, increasing by 1 yearly to a maximum of 38.
* Free on-site parking.
* Training and Career growth.
* Opportunity to work on diverse and challenging projects.
Responsibilities
* As a Technical Engineer you will work as part of the Technical Support team providing support to our customers, reporting to the IT Service Manager you will be first point of contact for technical issues raised to our Support Desk.
* Log tickets, troubleshoot IT related issues and be part of the escalation process when required.
* Maintain strong verbal and written communication skills and be a team player within a strong technical team.
Key Skills
* Act as first point of contact for IT support calls from our customers via phone; ensure all calls are answered and dealt with professionally.
* Log tickets within the ticketing system while on the phone; gather and enter information to a high standard.
* Strong communication skills; ability to talk and guide non-technical customers and customers for whom English is not a first language.
* Take ownership of tickets; update and resolve within the SLA.
* Work independently and meet deadlines consistently.
* Prioritise tickets and work under pressure.
* Identify and escalate repeating tickets to other team members.
* Proficiency in relevant tools and software related to the industry.
* Continuously seek opportunities to enhance skills and stay updated with industry trends.
* Pro-active attitude towards Technical Support.
* Professional manner when visiting customers with a can-do attitude and willingness to help our customers.
* Ensure internal documentation is updated and internal procedures are followed.
* Work with relevant third-party companies and act as a point of contact.
Technical Skills Required
* Good working knowledge of computer hardware, operating systems, and basic networking concepts (e.g. TCP/IP, DNS, DHCP).
* Experience supporting Windows and macOS devices.
* Good understanding of Microsoft 365 and cloud technologies (e.g. Exchange Online, EntraID/Azure AD, Microsoft Office applications).
* Experience using ticketing systems to log, track, and update support issues.
* Ability to diagnose and resolve software and hardware problems over the phone and via remote support tools.
* Strong written and verbal communication skills.
* Ability to work independently, take initiative, and collaborate effectively within a team.
Company and Compliance
* Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.
* By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information.
* Only candidates with the relevant skills and experience will be contacted after application; if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application.
* Please note that no terminology in this advert is intended to discriminate on the grounds of a person\'s gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position.
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