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 09:00.
Company Overview:
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 be taking incoming escalated service requests from our Remote Support Engineers. You'll be providing 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 any 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 a strong focus on customer service.
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
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