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PMC
,
Birmingham, West Midlands
2nd Line Support Analyst
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Job Type: Full-time |
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Overview
Our client is looking to appoint a Second Line Technical support Analyst to support their customer population, assisting them with PC, Server, networking and hardware problems via phone, email or onsite visits. Duties and responsibilities To provide 1st, and 2nd line technical support queries professionally and efficiently, maintaining a high degree of customer service To ensure that all SLA’s are met To work effectively and productively with 3rd line support To take ownership of user problems, perform a technical diagnosis and fix the issue either remotely or on-site To document all calls on the call logging system Produce statistics each month on Helpdesk issues To maintain user security on all systems Supporting users in the use of Computer equipment by providing necessary training and advice To arrange for external support visit whenever problems cannot be resolved in house Skills / Attributes Required Strong knowledge of Microsoft based operating systems with an emphasis on Windows 10 and Server 2008/12/19- Networking Experience (LAN, WAN, Wi-Fi) Knowledge of Active Directory (AD) Knowledge of Sophus Anti Virus Experience troubleshooting MS Office Remote Access tools such as Log Me In or PC Anywhere Good understanding of PC hardware and software set-up and configuration and TCP/IP networking skills Excellent telephone manner MCP certification would be desirable Before applying please review our Privacy Notice for Job Applicants which can be found on the PMC Retail- careers site. When you apply for a position with us you are confirming that you have read and understood the information set out in our Privacy Notice for Job Applicants. As such you are voluntarily providing personal information gathered in the recruitment process. This information will be used for the purposes of your application to work with Paul Mason Consulting or any of our customers, based on lawful reasons contained in our policy. If your application is not taken forward for any reason, we will still retain all personal information gathered during the recruitment process for a period of 12 months. This is in order to contact you about other work we feel may be of interest. You also understand that your consent to PMC Ltd. continuing to hold this personal information is entirely separate to any recruitment processes and that you are free to withdraw your consent in writing at any time.