Technical Support Analyst 2nd Line
This role will be working within a fast-growing Operations team, who look after Technical Support of our existing customer base, as well as implementing projects and solutions for new prospects.
This role would suit a passionate individual who is looking to gain experience working with many different types of exciting technologies. In-house training is provided and is complemented, by agreement, with official industry programs.
Responsibilities:
1. Providing 2nd line support remotely and occasionally on-site when required
2. Managing open tickets within SLA, and maintaining ownership
3. Working closely with team members, customers, and suppliers to resolve issues and manage expectations
4. Creating/updating/reviewing knowledge base articles
5. Acting as an escalation point for support calls from different support tiers, ensuring timely and well-managed escalation and resolution processes.
6. On-call shift rota, and occasional evening/weekend work (scheduled overtime)
Minimum Requirements:
1. A minimum of 2 years 1st/2nd level technical helpdesk experience, ideally at a Managed Service Provider
2. Excellent customer service and communication skills
3. Full clean UK driving licence
4. Experience interacting with clients at all levels (from Senior Management down)
5. Ability to prioritise tasks on a busy and fast paced service desk
6. Ability to work in a team and with minimal supervision
Benefits:
1. GBP28,000 - GBP35,000 plus GBP2,500 (On-Call Allowance)
2. Company pension
3. Gym membership at Office location
4. Free on-site parking
5. Employee Assistance and Wellbeing Program
6. 25 days holiday a year
7. High powered laptop
8. A proactive approach to ongoing training to help you develop life-long skills
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