2nd Line Technical Support
  £22,000 - £28,000
  Kent
  permanent,full-time

This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.


Job Specification

For: 2nd Line Technical Support
Location: Ashford
Salary £22k - £28k

Ref: VR/01251
ROLE DESCRIPTION
The role of 2nd Line Support / Field IT Engineer combines a clear commitment to customer satisfaction with a desire to progress technical skills.
The 2nd Line Support is responsible for the day-to-day support of customers. The role will include ticket logging, second line support of desktops, servers, other associated devices and acting upon monitoring generated alerts. Support will be provided through email, tickets generated by the online portal and telephone direct to the customers. The role will also be responsible for managing escalations to other parts of operations and vendors or partners, to ensure the prompt and satisfactory resolutions of customer support cases.
The IT Field Engineer is to act as the mobile field engineer on assigned open tickets and work in collaboration with senior engineering staff and help desk staff to resolve customer affecting technical issues in a timely fashion in order to maintain maximum customer satisfaction.
The IT Field Engineer installs, troubleshoots and maintains an extensive variety of products and equipment. Trains employees, identifies analyses and repairs products failures and replaces parts as needed.
KEY DUTIES
• Provide Support for customers via telephone, email and online tickets.
• Support, maintain, and improve customer service.
• Provide accurate and timely diagnosis and rectification of customer faults.
• Resolve or escalate problems and service requests according to established procedures
• Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction.
• Raise, update and close calls on service desk call management system.
• Escalate call to other 3rd Line support/external maintenance companies.
PERSON SPECIFICATION
ESSENTIAL:
• Microsoft Windows products inc Office.
• Excellent communication skills and telephone manner.
• Ability to follow procedures and mindful of attention to detail.
• Able to make progress with minimal supervision.
• Ability to work consistently in a dynamic and sometimes high pressure environment.
• Fluent English.
• Microsoft Windows Server technologies 2003/2008/2012.
• Active Directory.
• SQL Exposure
• Network experience. (CCNA preferably but not essential)
• Experience of working in a service desk environment.
• Good PC / Peripheral hardware skills
DESIRABLE:
• Interest in progressing skills in windows or network environments
• Interested in Self Learning and Self Improvement
• Keen eye for details and making sure processes are completed to high standards
EDUCATION:
• Degree in relevant technical discipline or relevant industry experience.
• Valid Driver’s License, reliable vehicle, current auto insurance policy, with Good Driving Record

CONDITIONS

This role is service desk based at Ashford, but also involves despatch to customer site.
Hours: 8.5 hour day with 1hour for lunch
Working Hours: 08:30 to 17:30 Monday to Friday


Advertiser: Agency

Reference: VR/01251R

Posted on: 2014-07-29 09:59:32

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2nd Line Technical Support
  £22,000 - £28,000
  Kent
  permanent,full-time

This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.


Job Specification

For: 2nd Line Technical Support
Location: Ashford
Salary £22k - £28k

Ref: VR/01251
ROLE DESCRIPTION
The role of 2nd Line Support / Field IT Engineer combines a clear commitment to customer satisfaction with a desire to progress technical skills.
The 2nd Line Support is responsible for the day-to-day support of customers. The role will include ticket logging, second line support of desktops, servers, other associated devices and acting upon monitoring generated alerts. Support will be provided through email, tickets generated by the online portal and telephone direct to the customers. The role will also be responsible for managing escalations to other parts of operations and vendors or partners, to ensure the prompt and satisfactory resolutions of customer support cases.
The IT Field Engineer is to act as the mobile field engineer on assigned open tickets and work in collaboration with senior engineering staff and help desk staff to resolve customer affecting technical issues in a timely fashion in order to maintain maximum customer satisfaction.
The IT Field Engineer installs, troubleshoots and maintains an extensive variety of products and equipment. Trains employees, identifies analyses and repairs products failures and replaces parts as needed.
KEY DUTIES
• Provide Support for customers via telephone, email and online tickets.
• Support, maintain, and improve customer service.
• Provide accurate and timely diagnosis and rectification of customer faults.
• Resolve or escalate problems and service requests according to established procedures
• Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction.
• Raise, update and close calls on service desk call management system.
• Escalate call to other 3rd Line support/external maintenance companies.
PERSON SPECIFICATION
ESSENTIAL:
• Microsoft Windows products inc Office.
• Excellent communication skills and telephone manner.
• Ability to follow procedures and mindful of attention to detail.
• Able to make progress with minimal supervision.
• Ability to work consistently in a dynamic and sometimes high pressure environment.
• Fluent English.
• Microsoft Windows Server technologies 2003/2008/2012.
• Active Directory.
• SQL Exposure
• Network experience. (CCNA preferably but not essential)
• Experience of working in a service desk environment.
• Good PC / Peripheral hardware skills
DESIRABLE:
• Interest in progressing skills in windows or network environments
• Interested in Self Learning and Self Improvement
• Keen eye for details and making sure processes are completed to high standards
EDUCATION:
• Degree in relevant technical discipline or relevant industry experience.
• Valid Driver’s License, reliable vehicle, current auto insurance policy, with Good Driving Record

CONDITIONS

This role is service desk based at Ashford, but also involves despatch to customer site.
Hours: 8.5 hour day with 1hour for lunch
Working Hours: 08:30 to 17:30 Monday to Friday


Advertiser: Agency

Reference: VR/01251R

Posted on: 2014-07-29 09:59:32

I want to receive the latest job alerts for:

jobs in Kent

By creating a job alert, you agree to our Terms . You can change your consent settings at any time by unsubscribing or as detailed in our terms.

Find jobs in:

Similar Jobs:

Science Technician

  Strood Academy

  Actual salary £19,882 - £25,613 per annum (£23,114 - £29,777 full time equivalent), commensurate with experience

  Strood, Kent

Test and Repair Technician

  New Appointments Group

  Negotiable

  Thanet, Kent

Vehicle Technicians

  New Appointments Group

  £28000 - £35000 per annum

  Ashford, Kent

Residential Support Officer

  North Kent College

  £25,686 per annum

  Hadlow, Tonbridge and Malling, Kent

Finance Operations Supervisor

  Farrer Barnes Ltd

  £38000 to £42000 per annum

  Sevenoaks, Kent

Grounds Maintenance Operative

  Hays Specialist Recruitment Ltd

  Up to £11.15 per annum + £11.15 per hour

  Royal Tunbridge Wells, Kent

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