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2nd Line Support

THE CORE AGENCY LIMITED T/A HUMNIZE
Job LocationWetherby
EducationNot Mentioned
Salary£30,000 - £35,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Were working with a forward-thinking and progressive technology solutions company HQ’d in Wetherby…and they’re growing! Their talented team of Technical Consultants provides day-to-day support for client issues, from 1st line triage to 2nd and 3rd line resolution…and beyond.They have a brilliant team of engineers and are vendor agnostic, so they support a fascinating range of technology including VMWare, Dell, Checkpoint, Cisco, Linux (Redhat, CentOS, etc), and Windows servers.We’re helping them find a 2nd Line IT Support Consultant who shares their passion for technology and delivering exceptional customer service.So, if you’re a team player with great communication skills…read on! Requirements The 2nd line team is the engine room, responsible for owning escalated tickets from the 1st line as well as coordinating the majority of routine and contractual work such as patching, upgrades, hardware installations, and some lighter touch projectwork.Its a full and varied role, which includes:

  • Diagnosing and resolving customer and internal issues escalated from 1st line, including escalating to 3rd line teams when necessary.
  • Coordinating patching and upgrades to internal and client environments and infrastructure.
  • Managing and ensuring timely communication of updates to customers within SLAs.
  • Effectively managing open tickets to ensure a timely and efficient resolution.
  • Logging all ticket progress updates, client details, and resolution information onto the internal helpdesk system.
  • Conducting installation work and consultancy services at customer sites and Data Centres.
  • Providing coaching and support to colleagues while contributing to the teams wiki knowledge base.
If youve moved up through the 1st Line ranks and have some solid technical support experience in the bag, and also demonstrated that youre serious about your IT career by acquiring industry certifications and accreditations, youre going to fit right in! Benefits
  • 25 days holiday rising to 29 max (+ BH’s) + additional day for birthday
  • Fully funded BUPA Medical and Dental after probation + 3 x Death in Service
  • Company Pension 3% Employer 5% Employee (employee can contribute more)
  • 2 Weeks full pay Paternity Leave
  • 12 Weeks full pay Maternity Leave + statutory for remainder of Leave
  • Up to 1 month paid long-term absence + 10 Days infrequent unconnected absence paid
  • £100 gross per month cost of living allowance
  • Circa £50 net per month fuel contribution for traveling to work
  • Free parking for office-based roles with 2 x charging points for EV’s
  • Free Flu Jabs
Where you work is important - come and join a team where youll be genuinely valued and made to feel at home from the very beginning.FYI, youll need a full, clean driving license and be prepared to be security vetted as a condition of employment.

Keyskills :
CheckpointLinuxTechnical SupportTriage2nd LineCentOSRedHatVMWareCiscoDell

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