2nd Line Support Engineer - Calverley, United Kingdom - SearchDATA

SearchDATA

Verified Company

Calverley, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

SearchDATA is currently working with a company that puts your career first - whether you want to focus on infrastructure, networking, or security, it's all possible and you will have the support you require to start your successful tech career.

Our client is a customer-focused MSP with a great reputation among their clients, in fact they've kept 100% of their clients in their 12 years of business so far They achieve this by emphasising their own staff's development, with a heavy focus on upskillingand personal training.

JOB TITLE: 2nd Line Service Desk Engineer

REPORTING TO:
Service Desk Team Leader

FOCUS OF THE ROLE:

A pivotal member of the Service Desk team focussed on delivering friendly, expert and professional service to our clients.

Responsible as the lead escalation point providing support to our Service Desk with occasionalcustomer site visits. You will create great experiences for clients, while building and maintaining long-lasting relationships built on trust. You will manage expectations; problem solve and deliver the most important KPI; happy clients

Primary Function

Achieve 100% KPI
Respond to all new assigned tickets within 30 minutes
Provide response to all open tickets every 24 hours
Provide responsive support to all customer enquiries and incidents
Take ownership of incidents and ensure customer comms is clear and consistent through the ticket lifecycle
Manage your own ticket queue, providing a positive support experience for customers
Carry out daily checks to backups and client infrastructure alerts

What is on offer:

We'll fund any personal certificates that will help you in your future career
You'll get a full personal learning & development plan with regular 1 to 1's
You'll be part of a great team with fantastic company culture, they have regular social events
There's a new employee introduction bonus
You also get your birthday off on top of your holiday entitlement (25 days)