Senior 1st Line & 2nd Line Support

Posted 2 February by pyramid8

My client is a successful and well established business supplying a unique technology based product/solution to the public and private sectors. They now require an experienced Senior 1st Line & 2nd Line IT Support / Senior IT Helpdesk person to join the team and support the next phase of growth for the company.

Due to continued growth they now have a great opportunity for an individual to join their dynamic team and take responsibility for providing 1st line & 2nd line support to their customers.

Senior 1st Line & 2nd Line IT Support / Senior IT Helpdesk - Job Description / Responsibilities:

  • To lead a small specialist team and help manage service calls that come into the company and work with the engineering department to allocate resources to fix machines in the field

  • The issues can be a mixture of hardware and software, you will be responsible for both, as the code is written by the in house developers, and the hardware is manufactured in house.

  • You will be mainly responsible for taking phone calls for the whole business as 1st line, this would include routing calls to internal departments and logging / managing support tickets

  • You will be responsible to manage the ticketing system and take ownership of tickets as 1st line

  • Be proactive and take initiatives to resolve issues and ensure all clients receive the expected level of support

  • To put in place a preventative maintenance programme for the company’s estate of over 1,500 units located throughout the UK

  • Work continuously on support documentation and liaise with other departments as and when required

  • Manage the support contracts and alert the relevant salesman to upcoming potential renewal of client support where appropriate

Required skills:

  • At least 6 months experience working as an IT Support Technician or a similar role

  • Excellent customer service skills and demonstrable helpdesk experience

  • Have excellent understanding of Windows, knowledge of installing and maintaining software applications

  • Enjoy solving problems/puzzles with a can do attitude

  • Ability to work with a team and also individually with little supervision

  • Strong communication and interpersonal skills

  • In addition, you will be a quick learner, a good team player and have a good eye for detail

Advantageous but not essential:

  • Educated to degree level in an IT related subject

  • Some programming experience in any of these: HTML, SQL, .Net

  • Knowledge of Adobe Photoshop, Visual Studio

  • Knowledge of using Skype, Printers and PC hardware etc

Reference: 33606805

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