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2nd Line IT Support Engineer job in Paddock Wood

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Job Ref:  204780616
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  Kent
City:  Paddock Wood
Post Code:  TN12
Salary:  £18000 - £22000/annum
13/10/2016 03:41
2nd Line IT Support Engineer
Location: Paddock Wood
Salary: £18k - £22k

We are looking for an IT Technician to join our client's growing team. Ideally you will already have 2 years + support experience.

Responsibilities of the role:
• Intermediate IT Support relating to technical issues involving Microsoft's core business applications and operating systems
• Intermediate technical support at the network level: WAN and LAN connectivity, routers, firewalls, security and remote access (VPN, RDS)
• Intermediate Server Admin and housekeeping and some server support
• Onsite Support when required
• Installation work including PC, routers, printers and AV deployments
• Assisting Senior engineer on Projects
• Support and mentoring of more junior members of the team
• Communication with customers as required: keeping them informed of ticket progress, notifying them of impending changes or agreed outages
• Improve customer service, perception and satisfaction
• Ability to work in a team and communicate effectively
• Work with the Senior members and Managers to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
• Escalate service requests that require engineer level support
• Responsible for ensuring escalations from Tier 1 dealt with efficiently
• Secondary responsibility for Tier 1 tickets

Main accountabilities:
• Shared responsibility for dealing with NOC
• Fast turnaround of customer requests
• System documentation in ConnectWise
• Responsible for entering time and expenses in ConnectWise as it occurs
• Understand and adhere to Services processes
• Enter all work as service tickets into ConnectWise
• Shared ownership of the Tier 2 Helpdesk Board and ensure the Actionable count is within acceptable tolerances
• Work in order of SLA and priority of tickets

Key competencies:
• Intermediate understanding of operating systems, business applications, printing systems and network systems
• Basic understanding of servers
• Proven track record of closure and commitment
• Excellent Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Sense of urgency when required
• Service awareness of all organisation's key IT services for which support is being provided
• Understanding of support tools, techniques and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment
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