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83zero Ltd
,
Reading, Berkshire
2nd Line Engineer
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Job Type: Full-time |
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Salary: £28,000 per annum |
Overview
2nd Line Engineer- Permanent Salary: £30,000pa Benefits Location: Reading We are working with one of the UK’s leading Microsoft Gold partners who are at the forefront of driving IT change around automation, optimization and modern workplace transformation for organisations across the UK. They pride themselves on their ability to strategically guide businesses through their IT change and transformation, whilst also ensuring their adaptability for constant change in the future IT market. Role Overview As a 2nd Line Engineer you will resolve incidents assigned to the onsite team via the Service Desk Tool and be responsible for managing the volume of their queues with the Service Desk Tool, fulfilling incidents and requests within the commitments on the Customer Support Agreement (SLAs, KPIs) Responsibilities: Delivery of high quality support on a range of IT technical incidents and problems to office users (including senior staff), stores and showrooms Responding appropriately to, and effectively resolving, user incidents, queries or complaints via local or other communications channels like phone, email and Internet 'Hands on’ problem solving approach; solving problems within strict SLA timeframes Work on cases either on-site or remotely via phone, email and Internet Take ownership of incidents assigned to you and manage them through to resolution Skills/Knowledge: Microsoft-based Operating Systems (Windows 10 and MS Server 2012 and 2016) AD and Exchange Process-focused Solid customer relations skills to understand client/client representatives concerns and requirements PC hardware and software set-up and configuration, and TCP/IP networking skills Basic networking, TCP/IP, DNS, DHCP troubleshooting Office 365 Admin Very good technical understanding of current leading technologies, suppliers and industry terminology