2nd/3rd Line Support Engineer

Fast growth IT company searching for the best IT support team in London. Do you want to learn new skills and have the ability to solve a variety of IT problems fast? You must be MCP qualified with
2+ years server troubleshooting including NT Server, 2000, 2003, MS
Exchange and can resolve network problems especially Internet connectivity and Firewall issues. You will need experience in MS Windows NT Workstation, Windows 95/98/2000, XP Professional, Exchange 2003 support and ideally Exchange 2007.MS Office and common Windows based applications, together with Blackberry support, basic Mackintosh skills, Symantec Endpoint and Back UP Exec. MCP 70-290 Windows 2003 certification is essential. Mac OS/OSX, Lotus Notes, Novell Netware versions 3 to 6 and Linux support skills would be an advantage. Come and help Connect make technology work for our clients. Great earning potential and rapid promotion prospects. Full training.  Come and help Connect make technology work for our clients Great earning potential and rapid promotion prospects. Full training.

Job Specification
To provide 2nd line technical support to internal and external customers and to ensure all Service Targets and Service Levels are met.

Your responsibilities
• To resolve both internal and external customers technical queries
• To provide 2nd line technical support to ensure the problem is resolved as quickly and efficiently as possible.

A. Primary functions
• To deal with customers and Connect staff in a courteous, professional and efficient manner
• To update every call in your queue at least every other day, depending on priority
• To provide a resolution to the problem as quickly and efficiently as possible
• To ensure your call queue stays within the agreed limits on the number of calls

B. General functions
• Implement Connect strategies and policies
• Achieve agreed service levels
• Implement standard working practices
• Ensure documented procedures and standards are used
• Identify and suggest service improvements

C. Working within the Helpdesk
• Ensure that all customers always receive a professional and courteous service
• Liaise with both the 1st line and other 2nd line engineers to support all of Connect’s customers
• Ensure that all documentation is kept up to date
• Assist and train your colleagues in your own areas of specialist knowledge or experience

D. Working within your Team
• Liaise with your Team Leader to ensure both you and your team’s queue is up to date and calls are closed as quickly and efficiently as possible.

E. Field Support/Specialist Services
• Provide assistance to Field Support and Specialist Service Engineers where required

F. Account Management
• Liaise with the Account Managers to provide customer feedback in both positive and negative situations