2nd Line Engineer- Manchester

Posted 4 days ago by BCT Resourcing
GPosition: 2nd Line Engineer
Location: Salford, Manchester
Salary: £30,000 per annum
Job type: Permanent

With our head office based in the heart of Salford Quays; we pride ourselves in having an energetic, and fresh office culture.

Details of the Role
Based in Manchester, working in our Technical Support Team, providing remote support to our broad range of customers.
The role requires an individual who can deliver quick resolutions with quality customer care, have excellent communication skills via the Phone and email, can work well as part of a team, is able to multi-task yet show grace under pressure, is able to put the customer first, has a positive attitude towards work and colleagues and enjoys working with new an evolving technologies.

Job Responsibilities
Triaging new incidents by accurately assessing impact and investigating issues in a timely manner, whilst adhering to Response SLAs and KPIs
Owning and managing tickets both procedurally and technically within Resolution SLAs and KPIs
Ensuring all information is clearly and accurately recorded on tickets
Escalating tickets to 3rd parties and vendors; then proactively chasing
Escalating tickets to internal 3rd Line Technical Support where appropriate

First and foremost, you should have a good attitude; which would be a person who enjoys working with technology and is eager to learn and pick up new knowledge and skills. We often find good candidates have their own Lab at home etc
Concise communication skills and able to give excellent customer service to our customers, with a general ethos of putting the customer first
Good Multi-Tasker and shows grace under pressure
Has an effective approach to troubleshooting and is a natural problem solver
2nd Line Infrastructure Engineer should ideally have technical ability in the following: -

Non-Negotiables skills:
VMware vSphere, NetApp SAN (7mode/Cluster/MetroCluster)
Experience managing tickets - escalating where appropriate
Excellent customer service

VMware vSphere, NetApp SAN (7mode/Cluster/MetroCluster) Experience managing tickets - escalating where appropriate Excellent customer service

Reference: 36793097

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