2nd Line Support Engineer(Software, Hardware, Internal Support)

  • Job Reference: HQ00009590
  • Date Posted: 10 April 2018
  • Recruiter: E-Resourcing
  • Location: Surrey
  • Salary: £32,000 to £35,000
  • Sector: IT (general)
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

2nd Line Support Engineer (Software, Hardware and Internal Desktop Support)

Our client based in Surrey/SW London is an exciting high-growth UK business that develops and sells a niche technology solution to security sectors. They are looking for a 2nd Line Support Engineer to join their team, in an exciting position with broad responsibilities, to provide ongoing support and assistant to customers for any product related issues, along with internal desktop support for staff.

The position in 70% Software Support, as the main point of contact for all reported issues or queries (via telephone or email); 20% Hardware Support, processing all incoming Fault Report Forms for hardware reported issues and actioning warranty issues; and 10% Internal Desktop Support, undertaking small-to-medium sized IT projects as instructed by the service delivery manager, along with general desktop support issues.

Key Requirements:

  • Prior helpdesk experience supporting an enterprise software product.
  • Extensive experience identifying, troubleshooting to resolving customer software and network issues
  • Working knowledge of helpdesk software, databases and remote control
  • Technical ability to manage first and second line software investigations
  • Professional telephone manner and able to communicate with both end users and technical teams
  • Technical ability to manage correct Triaging of calls and the ability to offer preventative solutions
  • Advanced user of Excel, DESK and CRM system (ideally SFDC)
  • Excellent Customer Service skills
  • Excellent communication skills written and spoken Experience providing internal IT Desktop Support

In addition to a competitive salary, employees are provided with generous annual leave, and a range of other benefits including cycle to work and retail discount membership.

If you have the required experience and you would like to find out more about this fantastic opportunity, please contact Katie Parker in confidence on 01372 748 444 / katie.parker@e-resourcing.co.uk

My client is unable to sponsor applicants so please only apply if you have the right to work in the UK.