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2nd Line Support Engineer

Pertemps Black Country Perms
Job LocationCoventry
EducationNot Mentioned
Salary28,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Job: 2nd Line Support EngineerLocation: MeridenHours: 9:00-5:00 ( office-based)Salary: £28,000Benefits: 32 days of annual leave (incl. bank holidays), Share Scheme, Perkbox, high street discounts and many more.As the second line escalation point for all IT support queries you will work with the first line, 2nd line and 3rd line support team and over 1500 users to maintain and monitor IT systems and understand and resolve technical issues in a prompt and professionalmanner.2nd Line Support Engineer Responsibilities & Duties

  • Respond to either first-line support or end-user software or hardware queries via email, phone, MS Teams or face to face.
  • After identifying the issue, you will talk the first line support staff or end-user through the required steps to resolution or escalate to third line support as and when necessary.
  • Work with the IT Systems Team Lead and wider support team to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented.
  • Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.
  • Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.
  • Maintain a strong customer focus at all times.
  • Occasional requirement to stay overnight in a hotel to complete jobs which required long distance travel or out of hours work.
2nd Line Support Engineer Skills / Experience / Qualifications:
  • Educational Requirements - GCSE/A Levels/Degree (as per company minimum requirements)
  • Prior experience within a first or second-line technical product or service focused support role.
  • Experience working with Office365 and Microsoft Intune/Endpoint desirable but not essential
  • Ability to problem solve within a technical environment.
  • Strong communication skills.
  • Strong customer service approach and a team player.
  • Strong work ethic and ability to work in a dynamic work environment.
  • Must have a drivers licence with 1 years driving experience.

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