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2nd Line Support
Location:
Coatham Mundeville
Description:
2nd Line Engineer Brighton Reports to: Service Delivery Manager Overview: The postholder will be responsible for providing 2nd line IT support to our customer base. Job Description: Provide tier 2 helpdesk support to customers via email, phone and in person. Answer the phone within 3 rings and perform outbound calling over emailing as much as possible.2nd Line Engineer Brighton Reports to: Service Delivery Manager Overview: The postholder will be responsible for providing 2nd line IT support to our customer base. Job Description: Provide tier 2 helpdesk support to customers via email, phone and in person. Answer the phone within 3 rings and perform outbound calling over emailing as much as possible. Troubleshoot and diagnose issues across software, hardware, telecommunications systems. Follow up with customers to ensure full resolution of issues. Make sure that customers confirm issues are resolved before closing tickets Install and configure software and hardware systems for new customers. Record troubleshooting events and problems and their resolutions in the CRM system. Record accurate time usage during working hours via the time management system in the CRM. Document and publish documents for customers and colleagues to troubleshoot issues independently. Identify and suggest possible improvements to existing procedures. Troubleshoot issues provided to the ticketing system within the CRMWork to your daily scheduled calendar set out by the service desk co-ordinator An escalation point to Tier 1 engineer Escalate unresolved issues after a set period of time to tier 3Manage customers’ expectations using the ticketing system and telephone with clear communication Work closely with the service desk co-ordinator to ensure tickets are kept within SLAFollow clearly defined policies and procedures set out by the service management team Maintain procedures and policies to achieve and maintain Cyber Essentials accreditation internally and for external. Visit ListedBuy for more information.
Company:
Context Recruitment
Posted:
January 9 on ListedBuy
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More About this Listing: 2nd Line Support
2nd Line Support is a Human Resource nd Line Support Job at Context Recruitment located in United States. Find other listings like 2nd Line Support by searching Oodle for Human Resource nd Line Support Jobs.
2nd Line Support is a Human Resource nd Line Support Job at Context Recruitment located in United States. Find other listings like 2nd Line Support by searching Oodle for Human Resource nd Line Support Jobs.