About

The Job: We’re delighted to be assisting our client with their need for a 2nd Line Support Engineer to join their growing IT team.Supporting their service desk where their Service Desk Engineers are the first contact point for their clients when reporting and resolving service incidents and requests. Their Service Desk team deliver excellent customer service to their customers. You will be able to continuously grow and develop your skills and certifications working alongside their clients and as their business grows.Responsibilities will include:Provide one touch close troubleshooting on initial ticket loggingCall handling and troubleshooting via telephone and remote support softwareLogging of changes and troubleshooting steps taken using CRM systemAccurate time logging and updating ticketsAdhering to standard operating processesUpdating documentation in line with best practice and SOPsProviding a high level of customer service to all clientsLiaising with 3rd party software vendorsDetermine root causes and implement short/ long term fixes where appropriateWork toward achieving team and company KPIsThe Person: For this role, our client is seeking someone with experience of working for a MSP with 2 years IT experience and great people skills. Other skills and experience they are seeking include:Windows Desktop and Server operating systems experienceMicrosoft 365 administration experienceOffice Desktop software experienceAnti-Virus troubleshooting experienceDesktop, Laptop & Printer troubleshooting experienceBroadband line diagnosis operational understandingNetworking and Wi-Fi Operational understandingMac/Linux operational unders