2nd Line Technical Support Analyst

Job Description

Do you want to join a busy service desk, providing support to a wealth of businesses and helping to ensure the integrity of the departmentWe have an exciting opportunity for an Experienced 2nd Line Support Analyst to join us at our Head Office in Ossett as an integral part of our business.Reporting to the Group Operations Manager and Service Desk Manager you would be the point of contact for end users and a representational face of IT for end users who require support. As a 2nd Line Technical Support Analyst you will be responsible for providingremote support dealing with escalations and acting as a liaison between the 1st line, Field Service and 3rd line teams. Working closely with the 3rd line teams ensuring that fixes are added to the knowledge base and that the information is communicated tothe rest of the Service Desk team to aid future troubleshooting, whilst being responsible for ensuring all support incidents, requests and problems are logged in the companys ITSM toolset and are resolved in line with the IT. departments SLAs. Acting asa mentor for the 1st line team you will help promote a shift left culture enabling faster call resolution for the end user community. This is an opportunity to join a successful company at the right time, ahead of further changes to our systems, and be instrumentalin the guiding and developing technical excellence.Responsibilities for the role may include some of the following:

• To provide remote technical support to the customer user base achieving contractual Service Level Agreements
• The ability to communicate technical issues to a non-technical audience
• Incident Management of major incidents
• Document all technical solutions within the Service Desk knowledge base
• Provide technical support to 1st Line Service Desk Analysts
• To record all incidents / changes within the Concordes service Desk tool
• Contribute to delivering a 70% remote resolution target
• Convert 65% of contacts (phone calls and mails) to events
• Answer inbound phone calls where required
• Make outbound phone calls to customers keeping them informed on a regular basis
• Review and update known errors dB
• Incident / change / service requests assignment to appropriate Service Department
• End to end ownership of all incident / change / service requests through to closure
• Ability to provide a positive Service Desk experience
• Build internal / external relationships through effective methods of communication
• Identify and work towards service improvements
• Assess, prioritise and manage workload ensuring contractual obligations are achieved
• Contributing to delivering team performance to adhere to Group Information Security Policy.
• Monday - Friday day shifts with support of our on call rota.

Skills, Knowledge and Experience (Essential)

• Around 2+ years experience in a similar role
• Good understanding of networks.
• Competent with Windows Operating Systems
• Basic understanding of Active Directory and Group Policy
• Basic understanding of Office365
• Good troubleshooting experience and end user focused.
• Approachable with good interpersonal skills and the ability to interact with people at all levels.
• Eagerness to learn and develop
• Ability to work independently and as part of a team.
• Driven and resilient with a meticulous attention to detail and a high level of accuracy
• Effective communication (both written and verbal)
• Highly organised with a willingness to work flexibly in response to changing requirements.
• Full clean UK driving licence for occasional customer site visits
• Ability to operate within a team.
• To adhere to group information security policy.

Technical Skills, Knowledge and Experience (Desirable)

• VMware Support.
• Active Directory Support.
• MS Exchange Support and Administration.
• Terminal Services Support (MS, Citrix).
• WatchGuard Firewall Support
• Basic Cisco Routing and Switching Support
• Basic Understanding of IP routing and switching
• Understanding of Internet Connectivity (ADSL / SDSL / MPLS)

Benefits Include:

• An industry matching salary plus enhancement for 24/7 Rota.
• Pension Scheme.
• Death in Service Insurance
• A tailored professional and personal development plan.
• Receive up to 10 days training per annum, relevant to your position.
• Free financial wellbeing advice
• Work in attractive office space with plenty of free parking (including EV parking)
• Birthdays off as a paid holiday
• Referral scheme for bringing superstars to the business

If youre seeking an exciting and challenging role where you can use your skills and learn new ones, whilst influencing the success of growing business then apply now, to discuss your experience and skillset.Concorde Technology Group are an equal opportunities employer and welcome applications from all sectors of the community. No Agencies Please.

Keyskills :
Technical Skills2nd LineKnowledge BaseWorking Experience