2nd Line Support Analyst
Job type: Full-time
Salary: £23,000.00-£26,000.00 per year
Location: Poole, Dorset
The 2nd Line Support Analyst will provide second line technical support to our clients for incidents that have been escalated by 1st line support. These incidents may be worked upon remotely or on site. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems. These may range from straightforward to more complicated technical issues. This role requires the ability to log and track all incidents, problems and requests from end users via telephone and email.
Responsibilities
Receiving, logging and managing calls from clients via telephone, email and automated systems
2nd line support for tickets escalated by 1st line support
Troubleshooting of IT related problems from applications to hardware, such as Laptops, PCs, and Printers
Installation of IT equipment, such as workstations, printers, etc on site
Carry out on-site maintenance on faulty equipment or software
Upgrading existing hardware, software and networks
Troubleshoot network issues such as switching, routing etc
Manage all calls in the Service Desk Ticketing System
Pass tickets to 3rd line support where required with clear and concise notes to aid in continued troubleshooting
Take ownership of user issues and follow up the status on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries
Carry out assigned tasks as part of projects being undertaken by IT
Publishing support documentation to assist staff with requests for information & provide staff training if required
To arrange for external application technical support where problems cannot be resolved.
Skills required:
Excellent communication skills and telephone manner
Excellent organisational skills
3 years previous IT Service Desk and/or Call Centre experience required
Incident Management experience
Managing incidents including business expectations and communication
Strong knowledge of Microsoft based operating systems with emphasis on Windows Operating Systems
Strong knowledge of Microsoft 365, Azure and other cloud technologies
Completed or working towards a level of Microsoft 365 accreditation would be desirable
Good experience of managing and administering accounts on Exchange, Active Directory and IP telephones
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
Willing to adapt and learn new skills
Ability to work on own initiative
Must have a full UK driving licence.
How to apply:
Please send a CV and covering email to m.newton@grapevine.uk.com
Work with us
We pride ourselves on offering the very best level of service to our clients. We are always looking for like minded people to grow our team. If you think you’d be a good fit with us, please send your CV. We'd be happy to hear from you!
We're an active and expanding business and so often have a range of vacancies in various positions within the organisation. Please check back regularly for new and updated career opportunities with Grapevine.
