As a 2nd line support engineer, you will be responsible for working as part of a larger team of engineers to provide solutions, support and services to our customers.
Job Role Responsibilities
* Provide 2nd line technical support for all customers
* Ensure customer incidents are resolved as quickly as possible (on and off-site)
* Take responsibility and exceed department Service Level Agreements
* Work closely with 1st and 2nd line technical support and other field engineers to ensure a high level of communications is maintained
* Provide technical guidance to the helpdesk team and field engineers
* Create and maintain strong relationships with other business units
* Ensure that customer and ACS office solutions equipment/goods are installed to appropriate standards and industry best practice
* Provide occasional support of managed services operations, including involvement of weekend tasks
* Provide assistance to service team for technical design, implementation and support of customer incidents and projects
* Undertake customer audits and create appropriate documentation
* Create and maintain suitable customer infrastructure / service documentation
* Assist with the planning of internal and customer project work
* Accountable for the change control process and the upkeep of digital records
* Ensure that each service incident or installation is tested as per the client’s sign off process and that ...