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Company name IT Lab Limited
Category Information Technology
Contract Permanent
Full/Part time Full time
Salary £ 1 - Negotiable
Description

Due to continued growth, an opportunity has arisen for a 2nd Line Support Engineer to join our team, working onsite both in and around the London area providing unparalleled service excellence to our base of over 400 clients and 13,000 end users across the UK. The ideal candidate will have recent experience in role providing quality second line technical support on incidents and escalated problems on over 350 client IT networks incorporating Microsoft, Dell, Cisco, Symantec, Cloud and Citrix technologies mainly remotely, and be comfortable with liaising with clients mainly via email and over the phone and happy to attend client site when required. Reporting to the Team Leader, the key deliverables of our Second Line Engineers can be summarised as follows: * Delivery of high quality remote support on a range of technical incidents and problems across the IT Lab client base * Responding appropriately to, and effectively resolving, customer incidents, queries or complaints. * Respond to, handle incidents and escalate problems on the variety of platforms and supported networks from logon to the resolution * Perform administrative tasks user and server related * Involvement and presence in core Virtual Teams * Help support, train and mentor other team members * You will have a ‘hands on’ problem solving approach; solving problems within strict SLA timeframes * Take ownership of incidents assigned to you and manage them through to resolution. * Ensuring SLA’s are met; time to respond, time to resolve and first-time-fix. * Application troubleshooting Location and environment This role will predominantly based on client site; However, you will work amongst a Support Team split across client sites, London, Cape Town and Manchester offices. Our culture is non-hierarchical and one which stems from a work hard but have fun environment. We like to laugh, we like to do things together and among all the challenges of based in and growing a fast-paced business, we endorse peo

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