/ Job ID [9886481]

2nd Line Support

Posted 2 days ago

  • Gloucester, Gloucestershire, South West England
  • Contract
  • £200.00 to £300.00 / Per Day
  • External
  • Expires In a month
2nd Line Support
Gloucester
£200 - £300 per day
A leading IT hardware business is looking to recruit a 2nd Line Support Engineer to provide excellent customer service and resolutions to customers who log incidents in line with service level agreements. The 2nd Line Support Engineer will help manage the service desk team, carrying out a detailed analysis of the business, team, and individual performance.
This is an exciting opportunity to join an established IT solutions business, that focuses on the end-to-end service they deliver to their clients. Having won major contracts with long-standing businesses, the company has significantly strengthened and broadened its customer delivery.
Responsibilities:
Provide 2nd line support for incoming service requests, utilising the help desk ticketing system
Contribute to procedure and policies within the IT department and maintain current procedures and policies
Take ownership of support requests, ensuring they are resolved
Provide mentoring for the 1st & other 2nd line support Engineers
Answer incoming telephone calls, tickets and emails and provide first point of contact as well as escalations to all customers
Correctly log and update tickets with the required information relating to support requests
Manage and maintain the end point monitoring platform on a daily basis
Log support tickets for all issues flagged, including 24/7 and daily checks
Skills/ Experience:
Experience working in an IT support environment covering a number of different technical areas
Excellent communication skills, both written and verbal
At least 1 formal IT qualification at entry level or above
Comfortable working within a team or on own initiative
Excellent working knowledge of windows server #####/#####/#####/#####
Excellent working knowledge of windows 7/8/10
Good working knowledge of major networking components, networking operating systems and basic configuration and maintenance
Willing to learn new skills in a fast-paced environment
Exchange server #####/#####/#####/#####/#####/365 implementation experience
Benefits:
On-call allowance
Healthcare plan
Employee assistance programme
Free parking
GB Tech is your specialist in IT and Technology recruitment. We hire across a vast range of roles including Data & Insight, Engineering, Helpdesk & Support, Cyber, Java, C#, Python and Development.
Based off the M5 between Cheltenham and Gloucester, we manage IT jobs in Gloucestershire and the Southwest including Bristol, Swindon, Cirencester, Oxford, Reading, Birmingham and South Wales.
Specialists in permanent recruitment, we also provide temporary, interim and fixed term solutions. We are committed to working to the highest possible standards for our candidates and clients