2nd Line Onsite Support Engineer

Posted on Sep 23, 2022 by Lucid Connect Ltd

Eastleigh, Hampshire, United Kingdom
Immediate Start
£28k - £32k Annual

2nd Line Service Desk Engineer - Chandlers Ford

Permanent - Salary between £28,000 - £32,000 + Excellent company Benefits

Monday to Friday standard office hours (no shift pattern or outside hours)

Based On company HQ in Chandlers Ford

We have an exciting new opportunity to join market leading IT solutions provide. Lucid Connect are supporting our client to recruit for 1st line Service Desk Engineers to join a successful and forward-thinking organisation, on one of their prestigious customer sites in Chandlers Ford.

You will have full responsibility for overseeing and sustaining good customer services in line with the agreed Service Level Agreements.

This is a very well-established company that have a strong emphasis on promoting within and future career progression.

We are looking for a candidate that has excellent technical and interpersonal skills with some project management capabilities, preferably with experience working for a IT solutions provider previously in a 1st Line Support Engineer role

Key Responsibilities

  • Provide 2nd Line Support to the company's customers, receiving calls and handling the resulting service requests, and working with the team to manage any escalations
  • Taking ownership of customer issues and logging incidents or service requests in line with objectives
  • Ensuring customer satisfaction is at the centre of what you do
  • Excellent customer service providing proactive, reactive and service management to achieve high levels of customer satisfaction through advice, guidance and technical support within SLA and business KPI's
  • Liaising with internal and external stakeholders
  • Working with the sales teams to find the best customer solution

Key Skills

  • Minimum of 12 months experience in a 2nd line role
  • Working to strict SLA's accurately in a fast paced, and friendly environment
  • Proven customer-centric IT service Delivery experience
  • Strong Microsoft office suite skills
  • Strong experience supporting and administrating Microsoft 365 and Office 365 cloud services
  • Microsoft Azure support
  • Knowledge of networking technology such as Firewalls, Switches, VLAN
  • Able to communicate clearly and concisely to all levels
  • Excellent customer service skills for both internal and external customers

Desirable skills/qualifications

  • Up to date Microsoft qualifications
  • ITIL Foundation Certified
  • Microsoft Azure knowledge - Management/Support
  • Office 365 Support knowledge
  • Awareness of other MS Business technologies - SQL, WSUS, CRM etc

Reference: 1737918097

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