1st / 2nd Line Support

A 1st/2nd Line Support Engineer/Customer Service person is required for this IT company based near Winchester.

Key Responsibilities

• Providing first and some second line support and escalation of helpdesk tickets to their customer base, working to specific SLA's
• Providing incident management & stakeholder facing communication for customers as required (with the expectation of leading a multi manned P1 Bridge Line).
• Basic remote support and change management assistance to the customer base
• Manage and monitor call queues ensuring adherence to customer SLA's Qualifications

Skills required

• You do not need to have all the following but should have experience in some of:-
• Experience of technical support and of computing technologies.
• Good understanding of networking, TCP/IP and Internet technologies.
• Knowledge of Microsoft O/S, with Linux an advantage.
• Passionate about IT with a constant desire to learn and advance knowledge.
• Able to work under pressure and an ability to multi task.
• Excellent customer service and communication skills as well as having a logical and methodical approach to troubleshooting.
• Good telephone manner, good analytical and problem-solving skills, ability to learn quickly and cross-apply knowledge

Shift pattern 6 day duty cycle followed by 4 day rest period – 4 days off every 10 days (compared to a normal cycle of 4 days off every 14 days) 2 days of Early Rota: 07:00 to 14:00 2 days of Late Rota: 14:00 to 22:00 2 days of Night Rota: 22:00 to 07:00 4 days off