2nd Line Support Job Description Template
Our company is looking for a 2nd Line Support to join our team.
Responsibilities:
- Be responsible for dealing with 2nd line support issues and escalations that come into the helpdesk via remote support or the telephone;
- Support internal staff with IT issues;
- Proactive technical account management for mid-range clients, managing software life cycle, patching and upgrades for customers;
- You will develop and maintain excellent relationships with customers and offer tailored professional advice and support to become a trusted source;
- Highlight improvement areas to the business;
- Escalation more complex issues to the relevant teams;
- Undertaking extensive training as required;
- Good communication skills (written & verbal);
- Using the ticketing system to log, work and resolve requests;
- Support users with computer equipment and peripherals including telephone and mobile devices;
- Strong work ethic and customer service orientation with outstanding integrity and ethics;
- Deal with all queries, incidents coming through and provide solutions where possible, owning the resolution of each customer query;
- Prioritise effectively within tight schedules and a dynamically paced environment;
- Log all calls and resolutions on the helpdesk ticketing system;
- Providing second line support and escalation of helpdesk tickets.
Requirements:
- Excellent oral and written communication skills, being able to communicate well with all levels within the organisation;
- Experience in providing 1st line support to end users;
- You must have Linux based Operating Systems and application experience;
- SCCM (Configuration Manager);
- Great communications skill (Both written and verbal);
- Experience supporting Google Apps;
- Strong communication and interpersonal skills;
- Proven knowledge of Microsoft Applications and Active Directory;
- Experience troubleshooting basic network, software and printing issues;
- Experience in networking (firewalls, routers, switches, VPN, wireless);
- You will ideally have a Juniper, Checkpoint, F5, Bluecoat or Cisco certification e.g. CCNP, CCSA, etc;
- Office Hardware Support;
- Current UK driving licence;
- Detaile dknowledge of O365 with experience of exchange to O365 email migrations;
- Office365.