2Nd Line Technical Support Engineer

2nd Line Technical Support Engineer
Altrincham
Salary up to £28,500 per annum plus on call payment
About Us
City & County Healthcare Group is a family of care companies delivering domiciliary care, extra care, complex care and live-in care services across the UK. As an industry leader, we’re bound by a common set of values and principles in providing flexible, community-based care support of the highest standard that actively promotes the independence, dignity and choice for our clients and customers while promoting staff support and development.
The Role
This role will be working as part of an IT Team of technicians dealing with escalated second line incidents and requests, that will be received and logged through our 1st line support function. Responsible for ensuring all tickets are dealt with from being received to resolution with a focus on excellent customer service and quality. Responsible for supporting a wide range of end users from all levels in the organization. The primary purpose of the role is to ensure continued Service Delivery by appropriately managing the tickets assigned and ensuring a timely and professional resolution within KPI’s.
You will review Incidents and requests allocated to the IT Team within service level agreements. Ensure tickets are accurately updated with details of phone calls, ongoing investigation notes and technical detail, providing support to 1st line Technical functions. You will ensure tickets are proactively managed and updated throughout the day whilst ensuring service users receive updates as per the SLA. Ensuring major incidents are escalated to the correct internal and external support teams where required within a timely manner.
Ideal Candidate
Previous 2nd Line experience in an IT Service’s Environment, with a minimum of 3 years' experience in I.T. Experience of working with and supporting key Microsoft applications. Proven analytical and problem-solving abilities. Experience of supporting business operational specific systems such as Finance and bespoke operational applications. Experience of working with and managing issues logged with 3rd party suppliers and vendors. Knowledge in the troubleshooting and support of laptop and desktop hardware (Dell and HP), mobile devices, thin client terminals and varied printing devices. Knowledge of Office 365 support including licencing models, endpoint management and Azure administration. Knowledge of Active Directory, on premise and azure. Strong knowledge of Microsoft based operating systems (Windows 10 and 11). Desktop security management – Sophos Endpoint Management. Must possess at least 1 x IT certification including CompTIA or equivalent.
We will offer you:
* 22 days holiday plus bank holidays
* Performance Bonus
* Occupational Maternity/Paternity & Adoption Pay*
* Occupational Sick Pay*
* Death in Service Payment*
* Employee Assistance Programme and reward scheme
*subject to terms and conditions and qualifying period
Why choose us?
We see extraordinary achievements happen everyday thanks to the talent and commitment of our people. We want to transform the care industry by working smarter, using innovative tech and driving forward positive change. As the largest care company in the UK, we have the size and success to offer you a world of career opportunity, choice and security. Join us on our journey
City and County Healthcare Group is an Equal Opportunities Employer.
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