Job Title: 2nd Line Support Engineer
Salary: £26,000 per annum + up to £3,500 performance bonus + profit share
Hybrid: 4 days in our office in Ramsgate, 1 day from home
Location: Ramsgate
Job Type: Full time/permanent, working Monday to Friday 09:00 - 17:00. Additional hours will be expected once you pass your probationary period and will be paid at time and a half rate or time in lieu. All additional shifts are on a rota basis. Due to this role also requiring client visits (as/when required), travelling may be required outside of the standard hours to ensure you are onsite for 0900.
We are once again recruiting for a fantastic business that has an excellent company culture; they work hard but have a lot of fun doing it!
Role Overview: As a Remote Support Specialist, your day-to-day role will involve taking incoming escalated service requests from our Remote Support Engineers. You'll provide excellent customer service using your advanced technology skills to diagnose, resolve issues, and maintain a healthy technology and security standard across their technology stack. This role also includes the need to potentially attend client sites for anything that cannot be resolved remotely. Additionally, any hands-on workshop work to fix hardware-related issues will also be expected. This is a high-pressured role and requires a high level of attention to detail, technical knowledge, and customer service skills.
Responsibilities include:
1. Documenting works on the in-house system, keeping customer records updated.
2. Communicating with customers both verbally and by email, ensuring customer service is at the forefront of everything you do.
3. Working alone and as part of a wider team to process tickets and escalate where required.
4. Working at speed with accuracy and awareness to adhere to SLAs.
5. Organising and prioritising works in a calm and positive manner.
6. Becoming a "Product Champion," meaning you will be a guru for a particular part of the business.
This role requires 3-5 years' experience in a similar role as well as 6 industry-leading and up-to-date technical accreditations.
Skills required:
1. A high level of technical understanding and skill to resolve complex issues from start to finish.
2. A passion for technology and how it can help drive client success and hit their business goals.
3. Providing a high level of customer care for every request.
4. Maintaining a positive attitude through good and challenging days to keep the team motivated.
5. A drive to continue learning and adapting to the ever-changing landscape of technology and security.
6. A valid UK driving license.
Benefits:
1. Company paid quarterly events.
2. Hybrid working.
3. Profit share.
4. Performance-related bonus.
5. Cycle to work scheme.
6. Onsite gym.
7. Paid training.
8. Great company culture.
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