1st/2nd Line Support Engineer

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\n\n Role: 1st/ 2nd Line Support Engineer \n\n Type: Perm \n\n Start: ASAP \n\n Salary: £25,000 per annum (Dependant on experience) \n\n \n\nThe ideal candidate will have a minimum of two years' experience in a similar technical role, although candidates who can demonstrate a track record of fast paced learning may be considered. \n\n \n\n Main Duties: Provide 1st line interface with customers logging issues covering all support channels (email, telephone, portal and instant messaging) Manage incident lifecycle from logging, investigation through to resolution Provide 2nd line support for the MS technology's including, Office 365, InTune, Windows 7,8 10, Azure Carry out and manage technical escalation to 3rd line, service management and project teams Work with Service Managers/ Service Desk Manager on reporting Provide technical assistance to projects teams Monitor and progress incidents, changes and requests assigned to other team members Create and maintain knowledge base articles around core internal and customer technologies \n\n \n\n Essential Experience: Worked in a IT support role IT infrastructure support working across a range of up to date technologies including Office 365, Exchange, Windows 7, 8 and 10, Active Directory, Mac OS, Apple iOS and Android Logical and methodical problem-solving skills Ability to convey technical issues simply to end users Understanding of customer service skills showing empathy, confirming understanding, effective listening etc Awareness of ITIL Creation of knowledge base articles around core internal and customer technologies \n\n \n\n Aptitudes and Attributes Excellent written and verbal communication Able to manage time and work under pressure to tight deadlines Able to manage the demands of numerous tasks Able to work on own initiative and within a team environment Self-motivator and able to motivate others Diplomatic when faced with issues \n\n \n\n Other Requirements: Willing to undertake further training to fulfil the requirements of the role Continuous development of technical skillsets through research and lab creation Extended hours support coverage and infrastructure maintenance Willing to work additional hours to meet the demands of the role May be required to travel on company business ad-hoc basis \n\n \n\n Due to the volume of applications, we regret that we can only respond to those meeting our above requirements. \n\n \n\n \n\n \n\n \n\n \n\n

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