2nd Line Support
Description✓2nd Line Digital Support Technician
✓Position : 2nd Line Digital Support Technician
✓Location : Hybrid - Hampshire, UK [must be a commutable distance]
✓Salary: £28,000 pa
✓Hours : Monday - Friday 09:00- 17:00 [ 35 hrs per week]
✓The Business
✓We're working with National business that provides products that support a wide range of people across the UK in ensuring their care and safety
✓They're a forward thinking group and across the business have a deep sense of "duty of care" for their customers and staff, its a big part of what makes them what they are.
✓As part of that service to their customers, they're seeking to grow a newly formed team, by adding 2nd Line Support Engineers with great service skills, a high attention to detail and willingness to learn into their team.
✓The Role
✓As a 2nd Line Support Tech or Product Support Engineer, you will be responsible for delivering telephone, remote and online support to customers.
✓You will manage client technical issues using a case management system, analysing and resolving incidents relating to the business' products.
✓You'll be responsible for diagnosing the root cause and documenting interactions with their customers
✓Using standard troubleshooting methodologies and being a point of escalation to 1st Line Support Techs.
✓You will work closely with customers, to keep them informed of incident progress, notifying them of any impending changes and agreeing product maintenance outages
✓Taking ownership of issues that have been reported, seeing problems through to resolution.
✓You will manage your own daily schedule by working through the service desk priority schedule and ensuring tickets do not exceed SLAs.
✓Why would this role interest you?
✓You're a technical specialist and a talented product engineer and are keen to work with a growing business in a business critical product support role.
✓What do you need to be successful in this role?
✓Essential skills
✓* Experience as Product Support Engineer, Desktop Support Engineer, IT Help Desk Technician or in a similar role.
✓* Good understanding of IP related telephony, IP networks, network configuration, cloud technologies and other tech products
✓* Ability to diagnose and troubleshoot technical issues
✓* Ability to provide step-by-step technical help, both written and verbal
✓* Ability to support and mentor their peers in 1st Line Support
✓Qualifications
✓* Ideally a formal and relevant technical qualification
✓* Experience in IT Infrastructure and IP configuration
✓* Demonstrable record in product support
✓* Abilities with Microsoft products and reporting tools
✓* Potentially a formal IT qualification [E.g
✓ITIL]
✓* Potentially Microsoft Accreditations [MS-900, AZ-900, MS-100, AZ-104/AZ-700]
✓Personal Attributes [what makes the team so good at looking after their customers]
✓* Analytical approach to problem solving
✓* Empathic manner
✓* Ability to plan, organise and adapt to changing job tasks within own role
✓* Ability to lead by example, coaching 1st Line Technicians
✓* Strong communication skills especially when dealing with customers
✓* Champion of Company standards
✓* Sense of ownership and pride in your performance and its impact on company's success
✓* Critical thinker with strong analytical, logical and troubleshooting skills
✓* Positive 'Can Do' attitude
✓* Self Starter with initiative in problem solving
✓* A team player, working well with colleagues
✓* Flexible approach to workload
✓* Keen to learn and keep up to date with new business technologies
✓Benefits
✓* 23 days holiday rising to 25 days annual leave pro rata
✓* Discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
✓* 24/7 employee assistance programme
✓* Family and friends’ discounts on our services & products
✓* Pension Scheme, up to 4% Company matched
✓* Life assurance 2x annual salary
✓Simply, this could be a great long-term opportunity if you are friendly, organised, technically minded and love helping people.
✓Reach out if you'd like to know more Show more →
✓Position : 2nd Line Digital Support Technician
✓Location : Hybrid - Hampshire, UK [must be a commutable distance]
✓Salary: £28,000 pa
✓Hours : Monday - Friday 09:00- 17:00 [ 35 hrs per week]
✓The Business
✓We're working with National business that provides products that support a wide range of people across the UK in ensuring their care and safety
✓They're a forward thinking group and across the business have a deep sense of "duty of care" for their customers and staff, its a big part of what makes them what they are.
✓As part of that service to their customers, they're seeking to grow a newly formed team, by adding 2nd Line Support Engineers with great service skills, a high attention to detail and willingness to learn into their team.
✓The Role
✓As a 2nd Line Support Tech or Product Support Engineer, you will be responsible for delivering telephone, remote and online support to customers.
✓You will manage client technical issues using a case management system, analysing and resolving incidents relating to the business' products.
✓You'll be responsible for diagnosing the root cause and documenting interactions with their customers
✓Using standard troubleshooting methodologies and being a point of escalation to 1st Line Support Techs.
✓You will work closely with customers, to keep them informed of incident progress, notifying them of any impending changes and agreeing product maintenance outages
✓Taking ownership of issues that have been reported, seeing problems through to resolution.
✓You will manage your own daily schedule by working through the service desk priority schedule and ensuring tickets do not exceed SLAs.
✓Why would this role interest you?
✓You're a technical specialist and a talented product engineer and are keen to work with a growing business in a business critical product support role.
✓What do you need to be successful in this role?
✓Essential skills
✓* Experience as Product Support Engineer, Desktop Support Engineer, IT Help Desk Technician or in a similar role.
✓* Good understanding of IP related telephony, IP networks, network configuration, cloud technologies and other tech products
✓* Ability to diagnose and troubleshoot technical issues
✓* Ability to provide step-by-step technical help, both written and verbal
✓* Ability to support and mentor their peers in 1st Line Support
✓Qualifications
✓* Ideally a formal and relevant technical qualification
✓* Experience in IT Infrastructure and IP configuration
✓* Demonstrable record in product support
✓* Abilities with Microsoft products and reporting tools
✓* Potentially a formal IT qualification [E.g
✓ITIL]
✓* Potentially Microsoft Accreditations [MS-900, AZ-900, MS-100, AZ-104/AZ-700]
✓Personal Attributes [what makes the team so good at looking after their customers]
✓* Analytical approach to problem solving
✓* Empathic manner
✓* Ability to plan, organise and adapt to changing job tasks within own role
✓* Ability to lead by example, coaching 1st Line Technicians
✓* Strong communication skills especially when dealing with customers
✓* Champion of Company standards
✓* Sense of ownership and pride in your performance and its impact on company's success
✓* Critical thinker with strong analytical, logical and troubleshooting skills
✓* Positive 'Can Do' attitude
✓* Self Starter with initiative in problem solving
✓* A team player, working well with colleagues
✓* Flexible approach to workload
✓* Keen to learn and keep up to date with new business technologies
✓Benefits
✓* 23 days holiday rising to 25 days annual leave pro rata
✓* Discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
✓* 24/7 employee assistance programme
✓* Family and friends’ discounts on our services & products
✓* Pension Scheme, up to 4% Company matched
✓* Life assurance 2x annual salary
✓Simply, this could be a great long-term opportunity if you are friendly, organised, technically minded and love helping people.
✓Reach out if you'd like to know more Show more →