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2nd Line Support Engineer

A fantastic opportunity has arisen working for my client who are based in Northants, they are an MSP who are looking for a Desktop Support Engineer to join their business on a permanent basis.

As a Desktop Support Engineer you will be a crucial part of their technical support team, providing high-quality assistance to clients in resolving IT-related issues. You will play a key role in diagnosing and troubleshooting problems, ensuring efficient and effective resolution. This position requires strong technical skills, excellent customer service, and the ability to work in a dynamic and fast-paced environment.

 

Key Responsibilities:

  • Provide 2nd line technical support to clients via phone, email, and in-person.
  • Diagnose and resolve hardware and software issues, escalating to 3rd line support when necessary.
  • Ensure timely and effective resolution of client IT problems.
  • Communicate technical solutions to non-technical users in a clear and understandable manner.
  • Keep clients informed about the status of their support requests.
  • Provide excellent customer service, maintaining a positive and professional demeanour.
  • Maintain accurate and up-to-date documentation of support activities.
  • Create knowledge base articles and documentation for common issues and resolutions.
  • Collaborate with other support engineers and departments to resolve complex issues.
  • Provide feedback to improve internal processes and systems.

 

Key Skills:

  • Proven experience in technical support and infrastructure maintenance.
  • Proficiency in Windows operating systems, Office 365, Exchange, Intune, Google Workspace, Active Directory, SharePoint, hardware, and networking (Cisco Meraki).
  • Familiarity with imaging and preparing laptops and IOS devices.
  • Experience with software deployment and managing hardware refresh projects.
  • Strong problem-solving and troubleshooting skills.
  • Excellent communication and interpersonal abilities.
  • Knowledge of ITIL best practices.
  • Ability to work effectively in a fast-paced and dynamic environment.

 

If you feel that you’re a good fit for this role then please forward your CV to Andy Dale at Arcas Technology.


Location: Daventry | Salary: 30000 - 38000 per year | Job type: Permanent | Posted: 30/01/2024

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