2nd Line Support Engineer - Hatfield, United Kingdom - TT TECH SOLUTIONS LTD

TT TECH SOLUTIONS LTD
TT TECH SOLUTIONS LTD
Verified Company
Hatfield, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description

We are currently seeking a
2nd Line IT Support Engineerfor a Managed IT Services Provider based in Hertfordshire, focussing on providing high quality IT Support with excellent customer service to Small and Medium Businesses You will be responsiblefor ensuring customers receive a strong and consistent service experience.


As a 2nd Line IT Support Engineer, you will be tasked with the following:

  • Escalating problems to the appropriate next level of support when necessary.
  • Acting as the 2nd Line point of escalation from the IT Service Desk Team to resolve technical issues of varying nature.
  • Exceed customer expectations whilst offering additional support and guidance to fellow Service Desk team members
  • Ensuring that Helpdesk and Documentation systems are kept up to date.
  • Set client expectations as to when a resolution is likely to be achieved, and strive to exceed that expectation, maintaining a dialogue throughout the process
  • Manage both assigned and unassigned requests, prioritising effectively and ensuring agreed service levels are delivered.

The key things we're looking for from our 2nd Line IT Support Engineer:

  • Minimum 2-3 years recent experience of 2nd line IT support
  • within a Managed Services Provider (MSP) setting, plus 1st line or other IT experience prior to this as well.
  • Knowledge of networking including TCP/IP, DNS, DHCP, WAN, LAN
  • Understanding of and ability to work with Backup Software, including backup regimes, and restoring of files.
  • Strong understanding of Windows Server administration and tools
  • Ability to take escalations from colleagues and work well within a team, helping colleagues where you can.

Benefits:


  • Free parking onsite
  • 22 days holiday per year, rising to 25 days after just 2 years.
  • Additional day holiday on your Birthday
  • Company Pension scheme
  • Overtime paid at time and half
  • Quarterly company events
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