It Field Engineer

2nd Line Technical Support | £30,000 | Newcastle | On-site
My client is looking for someone to join their support team to fulfil 2nd line support responsibilities. The ideal candidate should possess on-site experience and will play a pivotal role in ensuring seamless user experiences by responding to incoming requests and reporting issues through various channels such as telephone or ticketing systems.
Your responsibilities will include promptly addressing user concerns, resolving queries, and escalating complex issues to the 3rd Line support team as needed. In this capacity, the individual will play a key role in ensuring the smooth operation of IT systems. 
Key Responsibilities:

• Respond to incoming requests and report issues via chatbot, telephone, or ticketing system.
• Efficiently escalate issues to the 3rd Line support team when necessary.
• Maintain hardware such as printers, barcode scanners, and mobile devices.
• Collaborate with account managers to identify opportunities for enhancing customer retention and platform satisfaction.
• Maintain clear and concise documentation of support activities.

Qualifications:

• Proven experience in IT support or a related field.
• Strong problem-solving skills with a customer-centric approach.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Familiarity with ticketing systems and escalation procedures.
• Full Driving License & Car 

The company also focuses on fostering a warm and welcoming work environment and provides bonuses and incentives to reward you for your hard work.
To be considered, please attach an up-to-date copy of your CV and we can discuss the full job description, salary, and benefits on our initial briefing call. You can also contact me at .