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2nd Line Engineer


Our client is looking for a 2nd Line Engineer to help support and maintain their existing managed IT Support client base. This is a fantastic company to work for and you will play an important role in this small business. They value their employees and are dedicated to investing in ongoing training and development.

Role Summary:

You will join the front line of our client’s service desk where their Service Desk Engineers are the first contact point for their customers when reporting and resolving service incidents and requests. You will be able to continuously grow and develop your skills and certifications working alongside their clients and as the business grows.

The Successful Candidate Will Have:

* 2+ years IT and customer service experience

* Windows Desktop and Server operating systems experience

* Microsoft 365 administration experience

* Office Desktop software experience

* Anti-Virus troubleshooting experience

* Desktop, Laptop & Printer troubleshooting experience

* Broadband line diagnosis operational understanding

* Networking and Wi-Fi Operational understanding

* Mac/Linux operational understanding

* Operational knowledge of Active Directory

Personal Skills:

Time management and logging of time using a CRM, Good customer-facing skills and excellent problem-solving skills.

Key Responsibilities:

* Provide one touch close troubleshooting on initial ticket logging

* Call handling and troubleshooting via telephone and remote support software

* Logging of changes and troubleshooting steps taken using CRM system

* Accurate time logging and updating tickets

* Adhering to standard operating processes

* Updating documentation in line with best practice and SOPs

* Providing a high level of customer service to all clients

* Liaising with 3rd party software vendors

* Determine root causes and implement short/ long term fixes where appropriate

* Work toward achieving team and company KPIs

Desired Qualifications:

* CompTIA-A+

* Microsoft Certifications

* BTEC Lvl. 4 in Computing or similar field

The Offer:

* Continuous development program

* Competitive salary – from £26k – £32k (depending on experience)

* Fast-paced environment

* Friendly work environment

* Social events

Company Description

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