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2nd Line Support Engineer

Nine Twenty

Glasgow

Contract

£30000 - £34000/annum

G23DH

Posted: 14/05/2024

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Please note that this role is an initial 12 FTC **

Role Purpose:

To provide high quality second line engineering support to the business, managing calls assigned to the central IT Service Desk, resolving IT calls and service requests within Service Level Targets to the required standards.

Accountabilities:

* To provide high quality second line engineering support to the business, managing calls assigned to the central IT Service Desk, resolving as many IT calls and service requests as possible within Service Level Targets

* Act as a single point of contract for the first line service delivery analysts, providing support and technical expertise, support to system end- users upon escalation, logging, updating and resolving calls within agreed service level targets and escalating to other teams as appropriate to meet business targets.

* Proactively share knowledge with peers, other team members including creation, updating and documenting procedures and solutions to defined standards.

* Suggest/contribute to ways of improving existing tasks and processes using current technology to support a culture of continuous improvement.

* Ensure that all calls are logged in the Service Desk with the relevant service level target applied.

* Carry out system/staff Adds, Deletes and Transfers in line with existing processes.

* Engage, and establish successful relationships with end- users, identifying ongoing opportunities for improving the User experience and maximising customer service.

Skills & Experience:

* Previous experience of and ability to support: Microsoft Active Directory, Microsoft Exchange \ Outlook, Server and Microsoft Office 365 environment.

* Previous experience in Microsoft MCP, CompTIA+ and hold one or more relevant industry qualifications: Microsoft 365 Fundamentals, Microsoft MCNA, CompTIA.

* Strong communication and interpersonal skills.

* Logical thinker with strong analytical, problem solving and organisational skills.

* Demonstrates ability to work cooperatively alongside others to deliver team targets.

* Comprehensive hands-on experience in technical development and delivery, using industry recognised tools and methodologies.

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