2nd Line Support Engineer jobs

Be in the heart of IT! Come and join an exciting, motivating and super friendly IT Company!

Cardonet has been providing personalised IT support to variety of business since 1999 and we are proud to work with some very well-known companies, each with different needs and priorities. No one day will be the same!

Due to our continued growth, we need you to join our team and help us deliver superb support. The role lends a more experienced and knowledgeable element to day-to-day support.

As a 2nd Line IT Support Engineer, you need to use your experience and knowledge to carry out more complex tasks, while also acting as an escalation point for our 1st Line team. You will also be responsible for reviewing the work completed by our 1st Line, as well as effectively escalate issues that you cannot overcome to our 3rd line team in a timely manner. To be effective, you need to be comfortable liaising with clients and should be happy to attend customer sites when required.

Your working hours will be Monday to Friday 08.30 – 17.30, with occasional out of hours on-call duties.

Your Responsibilities

• Providing an excellent customer experience at all times.
• Provide support efficiently to a variety of Cardonet’s clients.
• Provide a proactive escalation point as and when required to resolve.
• Liaise with partners and third parties companies to resolve client’s issues.
• Managing client expectations and prioritising issues.
• Take time to review user and ticket history before attending to any escalated request.
• Accurately log time and keep tickets informative and clear on our ticketing system.
• Work to resolve and respond to issues based on agreed customer SLAs.
• Deal with Field assigned tickets, providing assistance in person or via phone or email as required.
• Create reference articles on our internal knowledgebase.
• On-call when required.

Your Attributes

• Previous relevant experience as a Support Engineer (at least 2 years as a 2nd line).
• Extensive experience with Active Directory, Microsoft servers and VMware.
• Strong networking skills, virtual environments and storage.
• O365 / MS Exchange skillset.
• Have relevant formal qualifications.
• Really enjoy helping others and providing superb customer service..
• Excellent spoken and written communication skills.
• Good prioritisation, organization and troubleshooting skills.
• Can ensure a clear DBS check.

The Package

• Competitive salary (dependent on your experience)
• Private Medical Insurance.
• Part of a happy team that is focused on providing great support.
• Exposure to multiple clients and technology.
• A mobile phone allowance.
• Variety of team events.
• An employee referral bonus.
• Paid time to volunteer for charity work or take part in not for profit activities
• Anniversary rewards
• Professional development and training

This is an exciting opportunity to join a hugely successful company that always works with the latest technology and strives for excellence.