Role Description:
As 2nd Line Support Technician you will be the go-to problem solver, tackling a diverse range of customer IT support cases within our service level agreements. Whether its over the phone, through remote assistance, or on-site at the customer offices, youll handle each challenge with efficiency and professionalism. The position entails assisting colleagues within the department across a range of technologies and serving as the escalation point to assume responsibility for and resolving long-standing, more complex issues.
As part of the role, we operate a shift schedule that provides flexibility and allows a balance of working in our office and working from the comfort of a remote location.
Key Responsibilities:
To diagnose and resolve a variety of IT problems across an extensive range of technologies within our service level agreements.
To raise, update, and resolve case records using the IT Helpdesk system with detail and accuracy
To resolve cases raised through our Proactive Monitoring system
Being proactive with case follow-ups and ensuring customer satisfaction according to our KPIs
Achieving individual KPIs and in turn contributing to the success of the department
Attending customer premises when required, this could include troubleshooting hard...