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Netwirking Ltd
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Newcastle upon Tyne, Tyne and Wear
2nd Line Software Support Engineer
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Job Type: Full-time |
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Salary: £20,000 per annum |
Overview
Netwirking Ltd are currently working with a business based in Newcastle upon Tyne as they look to add a 2nd Line Software Support Engineer to their close-knit team. Formed over 30 years ago, our clients software is a market leader in their sector. Key Responsibilities Include: Incident management. Resolve Technical issues. Assist other members of the support team with known fixes and technical know-how. Monitoring of case resolutions within the support team. Able to manage own workloads and cases that are raised through to resolution. Reporting of outstanding issues and proper elevation of the caseload. Be able to diagnose and fix Windows based issues that may arise, quickly and efficiently. Liaise directly with customers regarding technical issues, via phone & email. Identify reoccurring technical faults and document the fix for other colleagues To technically assist other team members as and when needed in the day to day running. Take ownership of the cases that are raised and liaise with customers and colleagues at all stages through to resolution. To meet and exceed customer expectations and to remain professional at all times. About You: Detailed understanding of Windows Server, Windows 7, 8, 10, Remote Support Tools. A good demonstrative knowledge of printer installation, configuration, testing & troubleshooting. A good understanding of network troubleshooting. A good understanding of endpoint security and firewall configuration. Ability to manage own workload and prioritise tasks effectively. Ability to multi-task and interact with customers on all skill levels. Able to demonstrate excellent customer service whilst handling tricky remote installations. Excellent time management.