2nd Line Support

Reed technology is delighted to be working with a highly regarded Chippenham based organisation with their search for a 2nd Line Support Engineer

Hybrid working available - salary £30,000

Working within a pivotal role for the organisation, supporting users, resolving incidents and administering IT service requests

Key Responsibilities:

• Monitor support ticket queues ensuring incidents are actioned in line with SLA's
• Mobile Device and Tablet configuration and laptop rebuilds if required
• Escalation ticking to other areas of the team when required
• Handle all queries and updates professionally and efficiently, maintaining a high degree of customer service
• Administration of Active Directory, End User Devices (Windows 10 and higher), Office 365 and Business Applications

Skills & Experience

• Customer focussed attitude with positive approach
• Excellent telephone manner, listening and empathy skills
• Good knowledge of service management toolsets and best practice e.g. ServiceNow and ITIL
• Proven experience & understanding of IT infrastructure, desktop and business applications
• Span of technical knowledge to encompass all versions of MS Windows, Basic TCP/IP Networking, Citrix, all versions of MS Office including Office 365
• Ability to follow processes, policies, procedures and guidelines to ensure consistent quality of service
• Proven track record working in a Service Desk role

If you are interested in this fantastic opportunity please apply online or for more information please contact me on