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Second Line Engineer
Air IT
England, GBR
Full-time
Entry · 2+ years experience
Hybrid
Discovered 2 weeks ago
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Second Line Engineer
Job Title: 2nd Line Service Desk Engineer Location: Nottingham Reporting to: Service Desk Team Leader
Purpose:
To deliver 2nd line technical support in a service desk environment supporting multiple clients, acting as an escalation point for other service desk engineers. You will build excellent customer relationship through customer knowledge and ensure technical documentation is meticulous and that continued support is streamlined as much as possible
Duties and Responsibilities:
Answer incoming calls to the Service Desk, logging and actioning in CRM following established Service Desk procedures
Diagnose and resolve technical issues, escalating as and when required to resolve client queries
Install, maintain and troubleshoot client hardware/software in line with company standards; reconfiguring and performing system upgrades as required.
Respond appropriately to technical queries raised through effective prioritisation to meet KPIs and customer service expectations
Respond to escalations from 1st line Service Desk Engineers by offering support and technical assistance to resolve client queries
Log and action all activity in within the CRM system following established Service Desk procedures
Maintain and update accurate client site documentation
Provide out-of-hours support to our clients on a rota basis.
Maintain information security by complying with the company’s Information Security Management System (ISMS) and all relevant policies
Manage your support queue professionally and efficiently, prioritising and resolving calls in line with SLAs whilst maintaining a high degree of customer service
To keep up to date with current technologies as used by Air IT and its clients
To maintain a healthy and interactive relationship with your team members and clients
To propose improvements to client systems and services to continentally improve their systems and the services.
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