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1st/2nd Line Support Engineer

  • Location:

    Middlesbrough, North Yorkshire

  • Sector:


  • Job type:


  • Salary:

    £17000 - £20000 per annum

  • Contact:


  • Contact email:

  • Job ref:


  • Published:

    8 months ago

  • Expiry date:


  • Startdate:

    April 2020

Job Description

Job Description
A highly successful and developing Managed Service Provider are seeking a 1st/2nd Line IT Support Engineer to join the team to help provide remote support and guidance to our customers.
Work is undertaken in accordance with SLA`s ensuring all tickets are worked to resolution to exceed our customers` satisfaction. Our ethos is provide exceptional support and communication which provides confidence and support to all customers we engage with.
Job Duties and Responsibilities:
" Cover a 8am till 8pm rotating shift pattern with a view to 24x7x365 cover moving forwards when required.
" Handle and take ownership of incoming telephone calls and email with customers as customer satisfaction as its core focus.
" Ensure correct information is collated and understood whilst logging this information using a ticketing system.
" Respond to monitoring alerts from around the world in a timely manner.
" Work diligently as part of a mutli- skilled team.
" Escalate issues effectively.
" Attend training sessions as and when scheduled.
" Work to self-learn and undertake exam based certifications as required.
" Organise communications and conference calls in the event of Major Incidents.
" Actively contribute to your own development as part of a structured career development programme.
" Comply with our core values and adherence to all company policy and procedures. In particular comply with the code of conduct, quality, security and occupational health, safety and environmental policies and procedures.
" In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by their manager from time-to-time, as may be reasonably required of them.
Skills knowledge and experience:
" Passionate about customer services, understanding the importance of maintaining good customer relations.
" Have an ability to work under pressure within the timescales of the service request.
" Understanding of Cloud Computing and Cloud Based Services.
" General administration of user accounts within Active Directory / Exchange and Microsoft Azure/Office 365.
" Able to communicate effectively over the telephone and using electronic mediums.
" Broad experience of communicating with customers and internal staff in varying support situations.
" Able to make a significant contribution in a team environment.
" Able to adapt rapidly to a changing environment.
" Experienced in working to targets around response and timeliness.
" An appreciation of the development of the Managed Services Industry.
" Familiarity with operating systems, languages and service centre environment.
" Experience of working in a fast-paced environment within the IT industry field.
Education and qualifications:
" Microsoft Certifications.
" ITIL (v3) Foundation or equivalent.
Personal Qualities:
" Ability to work both autonomously when required and productively within a cross-functional team environment.
" Responsible, organised, logical thought process.
" Honest and trustworthy with an ability to escalate efficiently.
" Positive attitude.
" Team player and also required to work alone in isolation.
" Diligent, with attention to detail. Able to problem solve and find effective and timely resolutions.
" Proactive.
" Organised with the ability to handle multiple projects and undertake new tasks quickly.
" Excellent communication skills both verbal and written.
" Demonstrates excellent interpersonal skills with a willingness to share knowledge, coach and collaborate effectively with individuals and other departments.
" An enthusiasm for new technologies and their application for both business and consumers.
" A natural curiosity and a passion for learning new skills. A continuous improvement mindset.
" The tenacity to keep going when things get difficult an optimistic and upbeat manner

On site parking, Flexible hours, Work from home opportunities,Casual dress


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