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2nd Line Helpdesk Engineer job in London

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Job Ref:  d231e284
Employer:  Direct Solutions
Country:  United Kingdom
City:  London
Post Code:  WC1A
22/10/2016 23:01
Job Description:

JOB PURPOSE: The 2nd line helpdesk analyst is primary a point of escalation for customer IT support tickets raised by the first line engineers. The 2nd line engineers are expected to resolve these tickets unless a product specialist (3rd line) is required. They also act as overflow for call 1st line handling and may assist 3rd line engineers with projects and site visits. MAIN ACCOUNTABILITIES: Work on assigned support calls and take the majority of them through to resolution; dealing with customer, suppliers and vendors as NA the customer informed of progress on assigned support NA and log support calls from customers when first line is NA 3rd line engineers on projects as required, either in the office or NA in the out-of-hours support rota when required and take support NA with the day-to-day pro-active monitoring and response to alerts from our management system. KEY ATTRIBUTES: Good technical skills but especially adept at resolving NA on customer NA to learn and keep abreast of new business technologies.A good collaborator with NA and methodical thinker. KNOWLEDGE AND EXPERIENCE: The Helpdesk Engineer should be proficient in the following technical areas: NA Windows NA Exchange NA support for Windows, Apple Macs (if possible) in both standalone and within a Microsoft Network NA excellent problem solving NA SCCM is a plus. REQUIREMENTS: At least three years of experience in software and hardware troubleshooting on laptops, desktops, servers and networking NA must have strong English language skills, who is confident liaising with customers over the telephone and on a face to face NA to supporting small and medium sized businesses BENEFITS: We strive to offer an environment that provides our associates with the right balance between work and family. We offer a comprehensive benefits package including: · Group Personal Pension Plan · Life Assurance Cover · Company Sick Pay · Free Bi-annual Eye Tests and contribution towards glasses · Birmingham Hospital Saturday Fund - Discounted monthly rates · Childcare Vouchers - Tax efficient way of paying for childcare · Ride2Work - Tax efficient way of purchasing a bike for travelling to work · Company Events throughout the Year

Company Description:


Are you looking for a rewarding career in a fast-paced environment with an established company? Do you want to work at a company with growth opportunities that will provide you with the training to be successful? If so, Reynolds and Reynolds is the company for you! Reynolds and Reynolds is a leader in high quality software solutions and IT services around the world and we are looking for a person with the potential to grow and continue our legacy of over 100 years of outstanding products and services at our Birmingham office.
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