2Nd Line Support Engineer

Main purpose of the job

To provide excellent customer focused technical support to clients, assisting with a range of hardware and software problems via telephone and email. You will be expected to assist 1st Line Engineers with more complex user problems and have the foresight to know when user problems require escalation.

Key Tasks and Responsibilities

Provide remote 2nd Line Technical Support; answering support queries via telephone or email to meet the agreed SLAs

Predominantly work on client workstation related problems and server related issues

Identify when problems may be organisation wide and know when to escalate

Maintain a high degree of customer service at all times for all support queries and adhere to all internal processes for Fusion and our clients

Take ownership of user problems and be proactive when dealing with the issue and ensure the client is kept up to date if their case in on going

Log all calls accurately in the helpdesk system and maintain full documentation allowing others to pick up if necessary

Respond positively to all enquiries from clients and help them resolve any problems efficiently and accurately

Liaise with third parties as necessary to resolve any issues as they arise

Visit client sites as required

Personal and Team Responsibilities

As a 2nd Line Support Engineer you must have Experience in an IT helpdesk or similar role (ideally 18 months)

Excellent telephone manner and face to face communication skills

Good knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (Windows 7/Windows 10)

As a 2nd Line Support Engineer you must Good knowledge of internet technologies, VOIP

General understanding of networking and hardware

Thorough understanding of PC hardware set-up and configuration

As a 2nd Line Support Engineer you must have experience using and troubleshooting Microsoft Office (MS Word, Excel and PowerPoint)

Experience with Active Directory

Manage your job queue, prioritising and escalating as necessary

GCSE’s grade A - C in English and Maths