Technical Support Advisor 2nd Line IT (4 On/4 Off)

New

Focus GroupTechnology Provider

Fully Remote (UK)Full-TimeMiddle

SalaryAt least 32,000 GBP per year

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Job Details

Requirements

Experience in a customer facing technical support role
In depth understanding of system, applications and network infrastructure
Experience with remote desktop support tools
Skilled in using technical expertise to solve customer issues
Able to effectively gather relevant information and communicate technical resolutions and updates to customers
Experience of overcoming technical challenges and benefits from this experience in analysing and solving customer issues
Knowledge of ITIL framework and best practices
Able to assess when it’s appropriate to escalate an issue to 3rd line
May have industry certifications such as MCITP, CompTIA Network+

Responsibilities

Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order.
Diagnose, log, action and follow through to resolution cases, including escalations whilst keeping the customer informed of progress.
Be able to identify when a case cannot be fixed remotely and route straight into Field Allocation for a site visit.
Troubleshoot hardware and software problems.
Configure applications and systems.
Drive outbound calling to resolve cases in a timely manner and avoid delays where possible.
Report issues to suppliers, chasing and doing all that is possible to ensure cases are resolved in a timely manner and that the customer is kept informed.
Cases are managed in line with agreed SLAs and are functionally escalated to 3rd line, with sufficient SLA remaining.

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At least 32,000 GBP per year

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