2nd Line IT Support Engineer

Job Purpose

As a 2nd Line Support Engineer you will work as part of a small team, you will help and advise end users, diagnosing and solving technical difficulties over the phone, via remote support, and on-site where necessary.

Our ideal candidate will have previously worked as a support engineer / analyst, ideally within a Managed Service environment. Outstanding customer service coupled with clear verbal and written communication skills are key. You must be able to seek relevant information from clients at the right time, and accurately record your findings. As well holding sound technical capability you should be a self-starter and natural problem solver, with the ability to multitask on a fast-paced service desk.

As a 2nd Line Support Engineer, you will have the following skills to be considered for this role:

• At least 1 years experience in a 2nd Line support position
• Service desk background
• Experience of using and troubleshooting: Microsoft Windows Server 2008+, Microsoft Windows 7+, and Microsoft Office 365.
• Backups
• A strong understanding of Active Directory and Networking
• Knowledge and understanding of ITIL framework
• Experience of identifying faults via root cause analysis and looking for trends
• Experience of working to SLAs
• Keeping up-to-date with existing and emerging technologies
• Full UK Driving License

Key responsibilities include:

• Ensure our ITSM tools are used to maintain records of incidents/tickets, knowledge and requests
• Being the first point of contact for customers, both via phone and email
• ITIL experience including Incident Management, Change & Problem
• Raising all support incidents on the system, and either taking ownership of the incident or routing it to the correct team.
• Troubleshooting issues, both over the phone and by remotely accessing the user environments to carry out diagnostics.
• Liaising with other departments and third parties where required, maintaining strong communication with the client throughout.
• Develop and update technical guidance documentation
• Strive to maintain customer SLAs, escalating issues to the Team Leader where necessary.
• Providing an excellent level of customer service at all times.
• Adhere to company policies and procedures at all times.
• Confidence in dealing with customers when providing both telephone and remote support.
• A high degree of customer focus.

Apply

To apply for this position please email your CV to careers@sheridan.co.uk