2nd Line Support

Reed technology is delighted to be working with a highly regarded Chippenham based organisation with their search for a 2nd Line Support Engineer
Hybrid working available - salary £30,000
Working within a pivotal role for the organisation, supporting users, resolving incidents and administering IT service requests
Key Responsibilities:
Monitor support ticket queues ensuring incidents are actioned in line with SLA's
Mobile Device and Tablet configuration and laptop rebuilds if required
Escalation ticking to other areas of the team when required
Handle all queries and updates professionally and efficiently, maintaining a high degree of customer service
Administration of Active Directory, End User Devices (Windows 10 and higher), Office 365 and Business Applications
Skills & Experience
Customer focussed attitude with positive approach
Excellent telephone manner, listening and empathy skills
Good knowledge of service management toolsets and best practice e.g. ServiceNow and ITIL
Proven experience & understanding of IT infrastructure, desktop and business applications
Span of technical knowledge to encompass all versions of MS Windows, Basic TCP/IP Networking, Citrix, all versions of MS Office including Office 365
Ability to follow processes, policies, procedures and guidelines to ensure consistent quality of service
Proven track record working in a Service Desk role
If you are interested in this fantastic opportunity please apply online or for more information please contact me on
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