2nd Line Support Engineer / Customer Service

2nd Line Support Engineer / Customer Service person is required for this IT company based near Winchester.

Key Responsibilities

• Providing first and some second line support and escalation of helpdesk tickets to their customer base, working to specific SLA’s
• Providing incident management & stakeholder facing communication for customers as required (with the expectation of leading a multi manned P1 Bridge Line).
• Basic remote support and change management assistance to the customer base
• Manage and monitor call queues ensuring adherence to customer SLA’s

Qualifications/Skills required

You do not need to have all the following but should have experience in some of:-

• Experience of technical support and of computing technologies.
• Good understanding of networking, TCP/IP and internet technologies.
• Knowledge of Microsoft O/S, with Linux an advantage.
• Passionate about IT with a constant desire to learn and advance knowledge.
• Able to work under pressure and an ability to multi task.
• Excellent customer service and communication skills as well as having a logical and methodical approach to troubleshooting.
• Good telephone manner, good analytical and problem-solving skills, ability to learn quickly and cross-apply knowledge

Shift pattern

6 day duty cycle followed by 4 day rest period - 4 days off every 10 days (compared to a normal cycle of 4 days off every 14 days)

• 2 days of Early Rota : 07:00 to 14:00
• 2 days of Late Rota : 14:00 to 22:00
• 2 days of Night Rota : 22:00 to 07:00
• 4 days off