2nd Line Support

1st / 2nd Line Support

Reading
£22,000 per annum

An exciting opportunity has arisen for an experienced IT Engineer to join a specialist IT provider based in the Thames Valley.This organically grown company is part of one of the largest suppliers in the UK, has a great reputation and is growing year on year. The Role is to provide first line support across a wide technologies, ideally, resolving issue at first line, but if not possible to escalate to the appropriate technical resolver group.

Key Tasks:

• Use technical knowledge to affect remote ticket resolutions.
• Ensuring tickets are correctly logged and categorised on the service desk system.
• Take responsibility for tickets through the whole incident management process, ensuring resolution within service level agreements and escalating when potential breaches may occur.
• Ensure customers are kept updated on ticket progress.
• Centrally manage engineer’s movements and availability.
• Help develop and produce statistical data on incident management performance.

Key technical skills required:

• Knowledge of basic support of Windows Operating Systems
• Knowledge of basic support for Microsoft Office toolsets
• Active Directory Administration - Password resets, unlocking, etc.
• Basic all-round troubleshooting skills
• Experience of working in a First-line Support Department
• Experience of providing support via telephone and e-mail
• Awareness of network environments (routing/switching/VLANS/Security/Wireless/etc.)

Personality skills:

• Must be able to work un-supervised, on own initiative
• Must have good communications skills
• Must be a logical thinker
• An excellent problem solver with strong analytical skills
• Someone who likes to keep up to date with the latest technology
• Can meet deadlines and maintain high standards even when under pressure

Salary £24,000 - £28,000 per annum plus benefits.

Services advertised by Candour Recruitment Ltd are those of an employment business.