2nd Line support

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:
• Providing 2nd line support remotely and occasionally on-site when required
• Managing open tickets within SLA, and maintaining ownership
• Working closely with team members, customers, and suppliers to resolve issues and manage expectations
• Creating/updating/reviewing knowledge base articles
• Acting as an escalation point for support calls from different support tiers, ensuring timely and well-managed escalation and resolution processes.
• On-call shift rota, and occasional evening/weekend work (scheduled overtime)

The successful candidate should have:
• A minimum of 2 years 1st/2nd level technical helpdesk experience, ideally at a Managed Service Provider
• Excellent customer service and communication skills
• Full clean UK driving licence
• Experience interacting with clients at all levels (from Senior Management down)
• Ability to prioritise tasks on a busy and fast paced service desk
• Ability to work in a team and with minimal supervision


Benefits

•  £28,000 - £35,000 plus £2,500 (On-Call Allowance)

  Company pension

• Gym membership at Office location

• Free on-site parking

• Employee Assistance and Wellbeing Program

• 25 days holiday a year

• High powered laptop

• A proactive approach to ongoing training to help you develop life-long skills

• Training