IT Support 2nd Line / Escalations Technician

An 2nd Line /Escalations Technician is responsible for handling escalated service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

This is a fantastic opportunity for an ambitious individual who is looking to develop his or her skills in a dynamic environment. The opportunities to grow your career within a rapidly growing multi-faceted technology company are outstanding.

We believe that people skills are just as important as technical skills, so we are not looking for technical experts who want to sit in a dark room. We need people who can communicate well with our customers and who can explain technical issues in very simple terms.

Functions

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IT Support relating to technical issues involving Microsoft’s core business applications and operating systems, Cisco Networking solutions and Vendor-specific hardware (HPE).

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Advanced technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.

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Advanced remote access solution implementation and support: VPN, Remote Desktop Services, and Windows Virtual Desktop.

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Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.

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System documentation maintenance and review in document management platform.

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Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

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Support of disaster recovery solutions.

Responsibility and duties

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Diagnosing, Troubleshooting, testing, repairing, and servicing hardware, networks, and phones.

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Maintain a documentation library for the customers applications and bespoke infrastructure for use by the service desk teams.

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Ability to diagnose and troubleshoot any technical problems and recommend lasting solutions.

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Schedule visits logistically to prioritise workload and increase CSAT, tying workflow to schedule.

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Meet all scheduled appointments each day.

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Comprehend customer requirements and make appropriate recommendations/briefings.

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Providing remote support to troubleshoot and resolve technical issues.

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Make and take phone calls to provide customer service, liaise with 3rd party vendors where necessary.

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Following company procedures and protocols

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Cooperating with technical teams and sharing information across the organisation

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Build positive relationships with customers.

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Work in conjunction with the technical team leader to deliver targets and use the training matrix for individual development.

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Attend one-to-ones to provide clear feedback to allow personal development.

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Support and provide feedback to drive continuous improvement of service operation, remaining fully complaint - Identify opportunities to increase efficiency and optimize flows.

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Assisting in project implementation, delivery, and overflow.

Key interfaces

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All interdepartmental teams

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Clients

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3rd party vendors