2nd Line Support Engineer

Full Time Greater Manchester IT Job Pro UK

Our award winning SaaS client in the heart of the city centre are looking to add two Enterprise Team Support Engineers to their succesful team. With offices in Manchester, Durban and Miami, and immense career progression opportunities, our client is offering fantastic career progression. Please read on;

Job Overview

To provide Enterprise level 2nd line technical support via phone, email or livechat to our Enterprise customers, assisting them get the most out of their systems.

Principles and Goal

Everyone on the teams support strives to meet their core values of:

● Delivering on our Promises

● Drive Customer Success

● Prioritise Effectively

● Search Out Repeat Issues

● Fix Route Cause

● Experts In What We Do

● Professional at all times

● Deliver quality every time

Duties and Responsibilities

Provide technical support; answering support queries from clients via multiple channels, phone, email, live chat or support portal.

To maintain a high degree of customer service for all support queries and adhere to their Core values and Goals

To take ownership of user problems and be proactive when dealing with clients issues

Keep the client up to speed on progress with regular feedback on tickets

To log all tickets accurately and with enough detail to allow others to follow on the ticket actions Improve the knowledge of clients of the use of their systems by providing training, advice and sharing KBAs

To escalate more complex issues to the 3rd line team having carried out and documented steps taken so far

Skills / Attributes Required

Excellent telephone manner and communication skills

Enthusiasm to learn and potential to grow with the company

Troubleshooting skills to identify root cause of issues

Industry knowledge around call centres, dialler systems and PBX systems to relate to the clients requirements

Understanding of hardware configuration, both single box and clusters

Understanding of technical areas like linux command line, Databases and SSH

Understanding of networking, ip addressing and vpns

Please apply today and we will be in touch to arrange an interview for this week.


To apply for this job please visit itjobpro.co.uk.