2nd Line Desktop and Applications Engineer – Leeds – Major Global Player in the Software Industry
This major global organisation HQ in Leeds is looking for a desktop support engineer that would enjoy taking the leap towards 3rd line. Lots of benefits are included in the role; free parking, decent holiday quota, flexi, overtime bonus and much more.
Working within the Desktop and Applications Support team as part of a combined technically skilled support team to provide technical assistance to internal and external clients:
1. Support customers and assist with the support of internal applications and infrastructure.
2. Manage incidents, tasks, and feature requests using our service desk application.
3. Problem determination, workaround resolution, root cause analysis, major incident management.
4. Establish and maintain productive relationships with key stakeholders and colleagues.
5. Provide a high level of service to our customers and adhere to strict SLAs for response and resolution times.
6. Respond to support incidents via phone, email, product support website, and internal ticket system.
7. Operate within published procedures for Incident, Request, Problem, and Change Management, ensuring agreed business and client SLAs are met.
8. Manage the logging of support issues following business procedures to capture issues, assign priority levels, and close tickets with clear details on cause and solution.
9. Escalate incidents and requests to internal and external 3rd line teams as appropriate.
10. Transition and articulate critical system and application issues to Team Leader.
11. Provide excellent customer service at all times through an understanding of each customer’s needs, focusing on swift first-time resolutions.
12. Provide troubleshooting and debugging of client problems.
13. Proactively build and manage internal and external customer relationships based on trust and respect.
14. Document how-to articles and knowledge bases to support customers in finding resolutions online.
Technical Ability:
* Excellent analytical and problem-solving skills.
* Good level of knowledge in querying MS SQL Server database.
* Ability to work both independently and as part of a team.
* Flexibility.
* Ability to create and maintain knowledgebase articles to the highest quality and accuracy.
* Excellent customer service and strong communication skills, able to articulate technical matters at the right level to all parties involved.
* Experience in communication with both external and internal clients.
* Ability to interact and participate with other technology functions such as Database, Infrastructure, Development, and Test teams.
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