2nd Line Support/ Onsite Technical Engineer

Posted 30 January by ST Selection

Company - Leading technology solutions provider.

We are looking for an individual with strong IT experience and enthusiasm for what we are trying to achieve.

You will be working alongside the rest of the team alongside our first and second line engineers providing remote IT support and field based support to our new and existing customers.

You will be responsible for carrying out a range of tasks, including supporting our first line engineers with ticket escalation,

Answering Inbound calls, assessing customer issue either via phone or remote login session to customer site.

Logging all customer calls on in house relationship software.

Resolving customer queries, if no immediate resolve is found escalating to senior technician.

Relationship building with clients & other team members.

Attending site installations and training for new customers.

Contributing and supporting the Technical Manager in the development of support packages and customer retention.

Supporting customers and/or staff members (via telephone or office based) with regard to hardware or software issues and to respond favourably to any reasonable request regarding installations and support.

Liaise with Technical Manager with daily/weekly updates reviewing open and closed call on the call logging system.

Key Responsibilities

  • Supporting customers with a variety of specialised software.
  • Managing logging calls.
  • Providing a high level of customer support.
  • Managing customer database.
  • Working on customer projects with the team.
  • Attending customer sites to provide installation and training.

Desirable Skills

  • Experience with office applications
  • Experience with Windows OS (Server 2008 R2, Server 2012 R2, XP, 7, 8)
  • Experience with Group policies
  • Experience with TS and Citrix environments.
  • Driving License.

Location - Birmingham Jewellery Quarter

Salary: £20-24K + company car and phone

Hours: Monday to Thursday 8.30am-5.00pm, Friday 8.30am-4.30pm (with some flexibility)

Required skills

  • Software
  • Technical Support
  • Technology
  • 2nd Line
  • Digital Dictation

Application questions

Do you have a minimum of 2 years IT support experience?
Do you drive and have your own transport?

Reference: 37160061

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