2nd Line Support - Leeds - up to £30k + Benefits

Larson Group
£25000.00 - £30000.00 pa + Benefits
02 Dec 2016
Job Sector
Contract Type
Full Time
2nd Line Support Engineer - Leeds - up to £30k + Benefits

Are you an experienced 2nd line support professional? Do you enjoy delivering a first-class service? Are you interested in joining a market-leading IT Managed Service Provider? If so, then please read on.

The Larson Group is currently seeking an experienced 2nd Line Support professional to join a fantastic IT Managed Service Provider based Leeds. Our client is at the peak of its development and have witnessed several years of impressive growth. This has led to the need to expand their 2nd Line support team and seek some of the best talent in the area.

Our client is committed to attracting the best candidates, and as such has concentrated on making their work environment one of the most exciting and engaging in the industry. If you are looking for a positive, co-operative and forward-thinking place to work, our client can offer you a clear career path, with all the appropriate tools and training to progress yourself further.

The Role

You will be involved in a variety of duties including;

- Providing 2nd line technical support for hardware and software issues.
- Ensure all calls are logged into the helpdesk system and progress notes are added to all calls.
- Managing the timely resolution of open calls and call actions across all customers.
- Proactively managing problem calls through to completion in a timely basis.
- Proactively working to improve internal processes.
- Pro-actively identifying potential problems and issues on customer sites and investigating if those problems could occur at other sites.
- Identification of potential opportunities to replace or implement new solutions or equipment at customer sites.
- Ensuring SLA's are met
- Sharing your technical knowledge and assisting your colleagues with issue resolution.
- Research and development for internal system improvements.
- Liaising directly with the company directors about new technologies and market developments.
- Delivering exceptional customer service and demonstrating the ability and desire to go 'Above and beyond' for our customers.
- Providing 'Out of Hours' cover on a strict rota basis, as and when required.

The Person

- Minimum 5 years' experience in a technical support environment (Preferably with a Managed Service Provider).
- A committed team player.
- Able to work to your own initiative.
- Work within a young talented dynamic team.
- A flexible work ethic, working with the business to find a suitable solution to our customer's issues.
- Willingness to work out of normal hours to minimise customer disruption.
- Reporting to the Technical Support Manager.
- Comfortable working with complex problems involving hardware and software.
- Comfortable dealing with customers over the phone and face to face on site when required.

Technical Skills:

Excellent knowledge of the following:

- Desktop PC's and Operating systems (Windows XP / Windows 7) · Networking and firewalls
- Server set up, configuration and support - in particular Small Business Server 2003/8 and server 2003/8, Exchange 2003/7/10 - Ideally Microsoft Qualified
- Very strong all round technical competence.
- Anti-virus software management and rollout.
- Back up technology.
- Server Installation.
- Terminal server.
- IT Security.
- Data replication technologies.

Personal Skills:

This is a role that involves dealing with our customers on a day to day basis. Therefore, outstanding customer service and communication skills are a basic requirement.

You must be able to:

- Engage professionally and appropriately with customers from junior positions through to board level.
- Set appropriate expectations and timelines for resolution of support issues with clients.
- Manage your time effectively to ensure timely resolution and completion of work.
- Ensure all client communications (telephone/email/in person/other) are appropriate, professional and relevant to the task in hand.
- Present yourself, both in appearance and manner in a business like professional way.

Hours and environment

Contracted hours are 08:45 - 17:15, Monday to Friday, with 1 hour for lunch, however, you will be required to work hours as appropriate to ensure the satisfactory execution of your duties.

Employee Benefits

- Free on-site parking
- Healthcare Scheme
- Flexible Working hours
- Group Life Assurance
- Private Pension
- Staff Development Scheme
- Corporate Gym Membership
- Tastecard Restaurant discounts
- Annual Bonus tied to company profits

If you are interested in this role, please feel free to contact Jamie MacMillan on ************* now.

Keywords - 2nd Line Support / 2nd Line Engineer / Service Desk / Support Technician / IT Support / 3rd Line Support / IT Technician

Larson Resource Group Limited is registered in England & Wales with a company number 06110626. Registered office address is Windsor House Cornwall Road Harrogate HG1 2PW. Our VAT number is 916 0028 57. Larson Resource Group Limited trades as an Employment Agency when placing permanent candidates and as an Employment Business when placing Contractors (under the Conduct of Employment Agencies and Employment and Business Regulations 2003) In accordance with these regulations you should have received a copy of our Client Terms of Business. If you have not received a copy please contact a member of staff immediately. All discounted rates quoted are only valid providing all other terms are met in accordance with our standard Client Terms of Business.

More jobs like this