Lynx Recruitment are working with a rapidly growing MSP operating from a large office in Chesterfield who offer an informal, relaxed yet high performance environment and recognise and reward effort and achievement.
Our client prides itself on high levels of strategic engagement with its customers coupled with their internal technical expertise, enabling them to operate their own cloud infrastructure and communications network.
As a 2nd Line Support Engineer, you will take on escalated issues from the 1st line team or provide help and support to 1st line in order to help them reach the first-time fix target Version 1.1 April 2021 You will be expected to provide feedback and assist the team leader to ensure your individual and team SLAs and KPIs are achieved.
Key responsibilities will include:
• Assist the 1st line team with escalations
• Prioritise and categorise tickets to provide efficient progression
• Work to the contracted SLA’s and liaise with 3rd parties as appropriate, escalating potential failures within the team in a timely manner
• Aid in the creation and management of a technical knowledge base and work closely within the team to increase technical knowledge
Knowledge and Experience: Active Directory / Windows Servers / Exchange / 365 / Azure / virtualisation Proven track record of working on a remote technical support desk within an MSP Formal IT Qualification is essential
To apply for this job please visit itjobpro.co.uk.