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Role: 2nd Line Engineer

Location: Didcot

Salary: £32,000 - £35,000

Primary Purpose

The right candidate will be tasked with supporting, investigating, and resolving our MSP client's IT related systems and making sure all issues are dealt with in a timely fashion.

To be considered for this position you must have outstanding communication skills and have experience of working in a customer facing role.

The role will involve the following;

Providing support to our client
Help the Helpdesk Management Team with continued business improvements
Provide support to the apprentice, and 1st Line, engineers
Manage/Maintain all escalations from the apprentice, and 1st line, engineers
Work alongside 3rd line engineers to escalate more problematic tickets
Communicate daily to clients with open tickets
Managing the client's expectations with ongoing tickets
Ensure all client related problems are logged correctly
Inform the Desktop Team Lead of any tickets requiring escalations
Working with client's 3rd party suppliers and vendors when appropriate
Adhere to all company policies and procedures
Ensuring that all role related KPI's are met
Logging, managing, and resolving client IT issues
Undertake any other reasonable duties as required to meet the needs of the business.Key Responsibilities

Being the first point of contact for all incoming support calls, emails, and sessions - when necessary
Being an escalation point for all escalations coming from apprentice, and 1st line, engineers.
Ensuring all forms of support call are logged in the system and the client is kept updated.
Manage incident and request tickets ensuring established SLAs are met.Person Specification

Minimum:

Excellent knowledge in Windows 7/8/10 installation and configuration
Exposure to Email Management/Configuration - Exchange 2013/2016, Office365, etc.
2+ years' experience working with medium-large businesses.
Ability to learn on your feet.
Strong communication skills
Excellent troubleshooting and problem resolution skills
Excellent client service
Positive attitude to work
Strive to continuous improvement.
Able to work independently under pressure.
Minimum of 2 years' IT experience in a corporate or services environment
Driving license and own transportIf of interest, please apply to this ASAP.

Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information.

Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position