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2nd Line Support Technician

Posted by Index_group_of_companies-cv_library on 13/03/2019
Postcode
Company name Index Group of Companies
Category Information Technology
Contract Permanent
Full/Part time Full time
Salary £ 28000 - £35000/annum
Description
Our client an established software and hardware company in the “Endpoint Management” arena who provide innovative, market-leading solutions is looking for a Level 2 Support Technician to join the team in Reading. The position requires daily customer, business partner and internal team interaction. Keeping track of customer cases in the helpdesk program and utilising this system to delegate, engage your peers and maintain a high-level of customer satisfaction in managing support issues is a routine activity. Job Responsibility - Be part of a team of engineers providing excellent support to our client’s customers and partners - Use of remote tools to assist customers in troubleshooting problems - Provide technical best practices for partners and customers - Work through technical issues at an operating system level - Build and maintain customer and partner rapport - Manage technical issues, solutions and sales opportunity progress by creating cases within the company helpdesk system - Manage case escalation to maintain forward movement on customer issues - Ensure clear, professional communication between the teams and the customer - Create and maintain self-help documents - Continue education by attending training sessions and reading technical documentation The position is 40 hours a week Monday to Friday on alternating weekly shifts of 7am-4pm and 8:15am - 5:15pm. As a member of the Technical Support Team you will be part of the on-call roster for weekends and Bank Holidays. Candidate Requirements: - Prior Technical Support Engineer experience essential - Knowledge of Linux and Windows Operating Systems - Experience in Terminal Services / Citrix / VMWare View environments - Knowledge of networking concepts, Including TCP/IP, DHCP, DNS, etc. - Flexibility, integrity and creative problem-solving skills are imperative to be successful in this role - Thin client experience a plus - A team player who is influential and builds good working relations

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