2nd Line Support Engineer
Ashford
£24-27k
VR/03013R

Our client continually strives to become the industry leading IT support company in the Southeast but with a focus on customer service of the very highest levels.
As one of Kent leading managed service providers, they are now recruiting for a 2nd Line IT Support Engineer due to sustained growth and success. This role is primarily a service desk-based role at either HQ in Ashford or working from home, however you may from time to time be despatch to customer site.
Due to the recent growth of the company, they are seeking out ambitious, motivated and driven individuals to join the team and share in the successes. They offer a fantastic opportunity for an individual to build and develop not only a job but a career within an exciting and dynamic organisation.
Their client portfolio is wide and diverse, strong and loyal as valued and key strategic partner.
The company ethos is all about long term retention, client care and ensuring core values are always first.

The Role
• Provide 1st and 2nd Line IT Support to the client base
o Microsoft desktop and server environments
o Hosted environments such as O365 and Azure
o Infrastructure such as switching and routing
• Ability to diagnose and resolve support queries within customer SLAs
• Ensure customer service levels are maintained
• Work to ensure you not only achieve your KPIs and PDPs but excel at them
• Work proactively to ensure prompt resolution of support cases with the highest possible levels of customer satisfaction
• Answer incoming phone calls and accurately raise, update and close support tickets

Requirements
• Ideally have experience in an MSP
• Have excellent communication skills, verbally and written
• Have a good attention to detail
• Be able to follow process and procedures as needed
• Have a natural problem-solving mindset
• Ability to organise, prioritise and manage own workload
• Experience with various versions of Windows desktop operating systems
• Windows Server environment experience involving administration, troubleshooting, maintenance and backup/restore
• Good understanding of IP routing and switching
• MS Office 365 and Azure knowledge
• Collaborate with partners and third-party companies to effectively resolve problems.

Benefits
• Competitive Salary
• Generous Overtime rates
• Starting holiday allowance at 25 days
• Benefit package including life cover while in service
• Fun and relaxed working environment
• Regular company team building activities and meals