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Deerfoot IT Resources Ltd
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Southampton, Hampshire
2nd Line Support
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Job Type: Full-time |
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Salary: £24,000 per annum |
Overview
2nd Line Support Technician - up to £24-30K (Depending on experience) Service/IT Southampton Job description This role sits within the clients support department, under the general guidance of the Technical Director. Providing first and second line remote support to their client base of 300 companies and their associated end users. You will be: Prioritising incoming tickets, and escalating to third line when appropriate, managing this escalation process, from an internal and customer journey perspective, until complete resolution. This role is mainly based around managing a key support and advisory service we provide to our clients; it requires an immersive approach to ensure that customer satisfaction remains at the forefront of the experience. Ensure the team delivers high quality technical and customer support to our clients Identify trends in the service desk queries and proactively make recommendations to improve or change the way we work with our clients Develop insightful reports that provide context around KPI's and SLA's that you are measured against. Work with the team to proactively develop a suite of useful how to documents/knowledge-based articles, for our in-house systems. Skills / Environment: Windows 10 Desktop oTroubleshooting oTCP/IP and DNS oUser profile management/creation Windows Server 20122019 - administration and troubleshooting oPrinter management oFile shares, file security oWindows Server Backup Active Directory administration Office 365 administration VMware Virtual Machine management Hosted VOIP administration Broadband firewall config/management Salary: up to 30K Deerfoot IT Resources Ltd is a leading specialist recruitment business for the IT industry. We will always email you a full role specification, name our client and wait for your email authorisation before we send your CV to this organisation. Deerfoot IT: Est. 1997. REC member. ISO certified. Each time we send a CV to a recruiting client we donate £1 to The Born Free Foundation (charity no. 1070906). Deerfoot is acting as an Employment Agency in relation to this vacancy.