Job Reference: BBBH41597
Job Duration: 3 Months
Start date: ASAP
Description:
Concept Resourcing are currently recruiting for an on-site 2nd Line Support Engineer commutable to Leeds.
This individual must be extremely confident with diagnosis and providing a solution to a range of technical issues. The role is to provide advanced technical support to successfully resolve any escalated incidents from VIP users.
Contract duration: 3 Months
Rate information:
* £190 per day via Umbrella or LtdCompany
* Monday - Friday work
* 9am - 17.30pm* subject to slight adjustment
* Site based support
Responsibilities andrequirements:
* Accept and resolve tickets and incidents that have been escalated from the 1st line Analysts
* Respond tocalls and emails, carrying out fault diagnosis, call vetting and technical support to provide 2nd line ticket resolution or escalation to third party support
* Application Support
* Identify and apply the correct priority, service level agreement andcategory whilst capturing a full detailed description of the issue.
* Where a ticket cannot be resolved at 2nd line, ensure itis assigned to the correct resolution group, with clear, concise, and detailed information recorded on the ticket.
* Proactively monitor, review, and chase outstanding tickets to ensure they are responded to promptly and follow the correct contracted service levels.
* Maintain high standards of customer service at all times to encourage an excellent customer experience.
* Offering solutions to different platforms
* Develop, coach, and share knowledge base in order to proactively provide on the jobtraining to fellow analysts.
The candidate:
* 2-3 year's experience in a previous technical support role, preferably as aService Desk Analyst or 2nd Line Engineer
* Ticketing system experience
* Comp-TIA A+ and/ or MCP accreditation
* Microsoft Office Specialist Certification
* Expert knowledge of call management systems.
* Self-motivated with a willingness to learn and adapt to any new change or situation
* Good understanding of IT networks, IT fundamentals and remote tool sets
* Self-motivated with a willingness to learn and adapt to any new change or situation
* Very good verbal and written communication skills
* Process driven with the ability to be innovative
* Excellent inter-personal skills: ability to communicate with customers at all levels.
This role is exempt from IR35 due to business size.
The above rates are the umbrella company / Ltd company rates subject to deductions
Ltd company engineers will need to provide all relevant ltd company insurances If you are interested in this role and would like to be considered, please click apply If you are interested in this vacancy, please click apply
Industry: IT
Salary: Up to £190.00 per day
Salary Benefits:
Vacancy Type: Contract
Job Skills: Desktop, deskside, helpdesk, support, 2nd line, second line
Contact Name: Bethany Pearson
Website: -
Direct Application URL: -