2nd Line Support Engineer

Chorus; Bristol; On-site; GBP 28,000 - 40,000; Full time

Job summary

A leading company in IT support is seeking a 2nd Line Support Engineer to handle escalations and monitor client infrastructure. The candidate will provide exceptional customer service while managing their own workload and work closely with the 1st Line Team. This role offers exposure to a range of technologies and opportunities for personal development within a positive working environment.

Qualifications

• Previous experience providing IT support at 2nd Line level.
• Strong troubleshooting skills and understanding of network infrastructure.
• Experience with Windows desktop operating systems.

Responsibilities

• Engage with customers via phone, email, chat providing efficient support.
• Manage tickets ensuring resolution within agreed service levels.
• Provide 2nd Line diagnosis and resolution of incidents and requests.

Skills

Customer Service

Problem Solving

Troubleshooting

Team Player

Communication

Education

Experience in IT support at 2nd Line level

Understanding of Windows system administration

Experience using Microsoft technologies

Tools

Microsoft Azure

Microsoft Intune

Cisco Meraki

Job description

The Role

As a 2nd Line Support Engineer you will support our clients by handling escalations from the 1st Line Team and also actively monitoring infrastructure through a variety of products. 2nd Line Support Engineers work both on-site and, in the office, adjusting in an ad-hoc way to deal with the changing priorities of the team.
You will have exposure to a wide range of technologies, have the opportunity to further develop your skills and work with fellow enthusiastic IT professionals in a positive culture and working environment. You will be expected to manage your own workload and queues, ensuring that tickets are resolved in appropriate timeframes and that customers are kept informed throughout.

Key Responsibilities
• Engage with customers via multiple channels (including phone, email, chat and service portal), providing efficient and effective customer service to our customer's end users and other key stakeholders .
• Act as one of the escalation points for technical queries from our 1st Line Team.
• Create, prioritise and progress tickets within the IT Service Management platform, maintaining accurate records across a service ticket lifecycle.
• Prioritisation and active management of all allocated tickets, ensuring resolution within agreed customer SLA's and associated targets.
• Provide exemplary service to the customer ensuring high personal and organisational customer satisfaction scores are maintained.
• Provide 2nd Line diagnosis and resolution of incidents and requests.
• Accurately determining tickets that require escalation to our 3rd Line Team, providing all necessary handover notes in accordance with standard operating procedures.
• Identify potential problems in accordance with the company Problem Management processes.
• Develop a good understanding of our client base whilst building and maintaining good client relationships.
• As a member of an ISO Compliant organisation there is a requirement to follow Chorus company policies, procedures, and guidelines for both Quality Management and Information Security Management Systems in place. As a Chorus employee you will have access to various company and client assets and will be required to maintain the level of security as identified by each asset.
• Comply with all relevant legislative and legal requirements, including industry regulations, employment law, Data Protection and Health and Safety.
• Demonstrate behaviours that promote our values.
• Undertake any other duties as reasonably requested.

Personal Specification

Required:
• Previous experience of providing IT support at 2nd Line level
• Exemplary customer service and problem solving skills
• Experience of administering and supporting the latest Microsoft technologies
• Strong troubleshooting skills
• Understanding of Windows system administration tasks
• The ability to build, configure, administer and support Windows desktop operating systems
• Understanding of network infrastructure
• Active interest in technology and how it can impact business operations
• Team player with good interpersonal and communication skills
• Positive attitude with a 'can do' approach
• Ability to remain calm in a pressured environment
• Reliable, good work ethic and willingness to learn
Desired:
• Experience in a similar service desk environment, ideally for a managed service or support services provider
• Experienced in using Microsoft Azure and Microsoft Intune
• Knowledge of Cisco Meraki

We welcome video applications! If you'd prefer to showcase your skills and personality through a short video, feel free to submit one alongside your application.