2nd Line Support Engineer – Southampton– Up to £25k + Benefits.

Location: Southampton
Job Type: Permanent
Industry: Technology
Reference: BH-1464
Salary: £25000 per annum
Job Published: March 18, 2020 22:12
2nd Line Support Engineer – SouthHampton– Up to £25k + Benefits.

A national telecommunications company are looking for a 2nd line support engineer with previous experience in a service desk role. The ideal candidate will deal with 2nd line technical issues, liaise with 3rd line support and be the first point of call for the 1st line support.

Specific Requirements:

  • Previous experience in a service desk position
  • Great interpersonal, written and verbal communication skills.
  • Solid grasp of infrastructure technologies.
  • Good understanding of server configuration and support
  • Previous experience working well under pressure
  • Great ability to manage, troubleshoot and offer solutions to technical issues
  • Previous experience picking up and logging tickets one time and working in a fast-paced environment
  • Previous experience in a customer facing IT environment
  • Great knowledge of fixed line and WAN data connectivity solutions.
  • Sizeable skillset and experience of Windows Server and desktop operating systems, active directory, exchange and TCP/IP, DNS, DHCP and network share permissions
Required Duties:
  • Conduct Root Cause Analysis
  • Troubleshoot and provide solutions
  • Communicate with carriers and suppliers to raise and escalate customers support queries
  • Aid with the testing of applications and new technologies
  • Make sure that SLA’s are stuck to
  • Manage client communication on assigned tickets
  • Work on maintaining client relationship by attending to their requirements
  • Proactively work towards resolving incidents
  • Make sure that incidents are progressed to 2nd and 3rd line support teams where appropriate
  • Continuously update and take care of the current IT systems
  • Be the first point of call for 1st line support functions
  • Make sure customer contentment is kept
  • Give regular communication and support to customers via email and telephone
  • Conduct and assist in troubleshooting problems
  • Ensure that all changes are documented
  • Be an ambassador for the IT team both within and outside of the company
Qualifications required:
  • Solid understanding of web servers, ISS and Apache (Ideal)
  • Experience of MySQL and MSSQL databases (Ideal)
  • Solid understanding of VoIP technologies (Ideal)
  • ITIL Certification (Ideal)
This role is based in South Hampton and offers a salary of up to £25k + benefits.