2nd Line Customer Support Engineer - Career poster : Job Details

The company is looking for a driven and customer focused individual to join their Customer Support Help Desk team as a Tier 2 Customer Support Engineer, to provide 2nd line technical support and expertise. You will report to the Helpdesk Manager for technical direction and guidance.

Key Responsibilities:

• Accurately logging tickets in Becrypt ticketing system
• Ensuring that a high level of customer service and support is provided
• Providing assistance and support to colleagues in IT related matters
• Escalating problems where necessary to management or third-party suppliers
• Undertaking small to medium-sized operational projects
• Diagnosing and resolving technical issues
• Handling escalated calls from first/second line members
• Providing support to users via telephone, email and remote tools
• Keeping documentation up-to-date
• Ad-hoc on-site visit may be required

Capability:

• Ability to multitask, prioritise tasks and work well under pressure
• Confident, clear and professional telephone manner
• Excellent written and verbal communication skills
• 2 years’ experience in a similar role
• A genuine interest in technology and a willingness to learn
• Working proactively as part of a team or alone

Good To Have:

Experience in Application SupportKnowledge of:

• Linux
• Microsoft Windows Server Management
• SQL
• Mac/iOS
• VMWare

Exposure to, and support of, cloud-based services:

• Microsoft Office 365
• Microsoft Azure/ Intune

Benefits package:

• 25 days annual leave (plus additional days after 2, 5 & 10 years service)
• Up to 5 days holiday purchase available
• Private medical insurance (including dental & optical and travel insurance)
• Health cashback scheme
• Pension scheme
• Life cover 4 x salary
• Subsidised gym membership
• Employee referral scheme

Role will be subject to a pre-employment screening process and will require Security Clearance.