2nd Line Support Technician

Our client is currently recruiting for a 2nd line Support Technician to join their IT Operations Team. The 2nd line Support Technician will be responsible for resolving tickets to a 2nd line level and being a point of escalation for 1st line.

Key Responsibilities for the 2nd Line Support Technician

• Providing support to help users solve technical issues with their computers, both hardware and software and ensuring support requests are handled in an effective and efficient manner
• Liaising directly with end users to resolve any problems, as directed by the System Support Manager to maximise user satisfaction with the resolution of incidents
• Working within a team to triage problems and either work on them directly, escalate to another Engineer, or direct to another team
• Logging technical support requests over the telephone or by email
• Using remote control tools and technologies to assist end users as required
• Adh...