Support Engineer: 2nd Line

The Support Engineer: 2nd Line is responsible for investigating and resolving technical issues, within the timeframes associated within the customer contracts. If there is need to escalate tickets, the Support Engineer will action where appropriate, along with applying the necessary urgency to provide resolution. The Support Engineer: 2nd Line is expected to expand their skillset through ongoing learning, especially in the realms of Microsoft Cloud, resulting in the taking and passing of relevant technical examinations.

• Answer calls and emails rapidly ensuring that support tickets are raised and categorised appropriately
• Provide a re-assuring, polite and friendly point-of-contact for our customers
• Ensure that appropriate customer communication and ongoing updates are provided for the lifespan of any issue or request
• Identify and manage the timely escalation of tickets that have been allocated to you but need additional resource within the support team
• Take ownership of tickets assigned or escalated to you throughout the entire ticket life cycle
• Proactive and complete time and ticket update entry within the support desk ticketing system
• Ensure customer documentation and process guides are regularly updated as required
• Capability to follow change control procedures at all times
• Provide expert technical assistance to our client base
• Ensure constant ongoing understanding of Microsoft Cloud technologies and associated platforms
• Provide technical assistance to colleagues within the service desk
• Collaborate with Microsoft and other suppliers to resolve issues
• Invest time into taking and passing technical examinations as agreed with the support desk team leader
• Deliver exemplary customer service
• Provide out-of-hours technical support as required via the on-call rotation schedule
• Attendance at customer sites to provide on-site technical support may be required
• Meet assigned individual key-performance-indicators (KPI’s)
• Ensure that personal time management is of the highest priority and that punctuality is a key focus
• Identify opportunities for improvement within customer environments
• Support the new customer journey
• Strong customer-facing and service skills
• Ability to connect with customers and build rapport
• Strong written and verbal communication
• Self-motivation
• Organised and punctual
• Creative problem-solving
• Capability to work effectively within a team
• Attention to detail
• Willingness to learn
• Experience as a 2nd line IT support/service desk role.
• Experience using Microsoft 365 software required
• Experience using Autotask desirable
• Certified in Microsoft 365 Administrator desirable
• Certified in Microsoft Azure Administrator desirable In addition to a competitive salary, there are a number of benefits and perks we offer to say thank you for being a part of our journey:
• To work at a 3* World Class Best Company
• 25 days holiday
• Winning from Anywhere® allowance to help your set up at home
• We’ll support you when you’re not well with our Company sick pay scheme
• Enhanced parental pay and leave, supporting you with those precious life moments
• Access to the Perkbox platform to help make your money go further
• And many more!