2nd Line Support Engineer

Job Title: 2nd Line Support EngineerSalary: £26,000 per annum + up to £3,500 performance bonus + profit shareHybrid (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!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:

• Documenting works on the inhouse system, keeping customer records updated.
• Communicating with customers both verbally and by email, the business has a real passion for customer service so this must be at the forefront of everything you do.
• Work alone and as part of a wider team to process tickets and escalate where required.
• Able to work at speed with accuracy and awareness to adhere to SLAs.
• Ability to organise and prioritise works in a calm and positive manner.
• Become a "Product Champion" , which means 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 accreditation's.

Skills required:

• A high level of technical understanding and skill to resolve complex issues from start to finish.
• Passion for technology, and how it can help drive client success and hit their business goals.
• Customer service is everything to us, so providing a high level of care to every request is important.
• Experience has shown us that being positive through the good days as well as the not-so-great days, keeps the team motivated and creates a productive and enthusiastic work environment.
• Technology is ever evolving, so you'll need to be driven to continue to learn and adapt to the forever changing landscape of technology and security.
• A valid UK driving license.

Benefits:

• Company paid quarterly events.
• Hybrid working
• Profit share
• Performance related bonus
• Cycle to work scheme.
• Onsite gym.
• Profit-sharing.
• Paid training.
• Great company culture