YEOVIL-2nd Line Engineer - Networking

Posted 19 June by Morgan Spencer
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2nd Line Engineer – Networking
£27,000 - £30,000
Yeovil – 2 days office based per week

Our client is an established IT solutions provider, looking for a 2nd Line Support Engineer to join their growing team. You will be the first point of contact for all second tier queries. You will have at least 12 months experience in a second tier focused role. You must have experience working with networking (IT, connectivity, WIFI, troubleshooting, switches).

This is an exciting opportunity to take on more responsibility and progress within the company as well as taking on further training and IT courses to support professional development.

THE ROLE

  • Answer incoming calls promptly and log support cases in Salesforce
  • Take ownership of tier 2 cases, providing telephone/remote assistance in resolving cases prioritising and escalating as necessary
  • Provide support in the following areas: IT, WIFI and Connectivity
  • Ensure cases are picked up within milestones and customer is kept up to date in line with the customer journey and SLAs
  • Escalate cases that need advanced support or customer care
  • Take part in pre-configuration of small projects
  • Ensure proactive monitoring alerts received via Ninja RMM are actioned under cases
  • Ensure Salesforce is up to date with case tracking information and customers are updated regularly
  • Ensure customer documentation is kept up to date
  • Provide support and guidance to Level 1 Support Desk Engineers and Apprentices
  • Be a reliable part of the out of hours rota for engineer cover
  • Liaise with third party software/hardware suppliers or maintenance suppliers where necessary
  • Assist within the team to achieve group targets and ensure a high level of customer service is upheld
THE PERSON:

  • Minimum 2 years’ experience in a similar role, with experience or interest in networking
  • Achieved the Infrastructure Technician – Level 3
  • CompTIA A+ level 1 & 2 (desirable), courses will be provided
  • Experience in supporting IT and Wi-Fi technologies
  • Experience in Cisco IOS, configuring Cisco network equipment
  • Working knowledge of Microsoft operating systems
  • Have a solid understanding of how networks operate including experience in IPv4, routing and subnets
  • Customer service experience

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EQUAL OPPORTUNITIES Morgan Spencer Recruitment is committed to equal opportunities and actively seeks applications from all sectors of the community irrespective of gender, race, colour, nationality, ethnic or national origin, disability, marital status, sexual orientation, having responsibility for dependents, age, religion/beliefs, or any other reason which cannot be shown to be justified.

CONFIDENTIALITY: All applications are dealt with in the strictest confidence and will be processed in accordance with the Data Protection Act 1998

Morgan Spencer Limited, registered in England & Wales No: 4254114

Reference: 52909892

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