2nd Line Technical Support Engineer

SUMMARY

Our client is hiring a 2nd Line Technical Support Engineer to join the team.

A suitable candidate should be a motivated and multi-skilled individual that meets the requirements of the role.

DUTIES TO INCLUDE

• Assist in the process of resolving incidents and Service Requests, in a fast-paced, ITIL-compliant organisation.
• Offer subject matter expertise where appropriate.
• Promote a DevOps Culture, including immediacy, teamwork, and the creation of business value in day-to-day work.
• Responsible for offering technical support to our customers, partners and Sales Team.
• Provide key assistance and complex troubleshooting for all technical support and helpdesk queries, ensuring a speedy and efficient resolution.
• Help provide solutions to business challenges whilst using your technical expertise and knowledge of the market to contribute to service revenue generation.
• Support pre-sales and deployment teams at installation sites.
• Conduct root cause analysis of incidents to identify the cause of the failure.
• Update troubleshooting information with new fault-finding techniques and workarounds.
• Identify hardware components that need to be returned via the RMA process.

KEY REQUIREMENTS

ESSENTIAL

• Fluent in English is mandatory.
• Bachelor's degree in computer science/Information technology or equivalent.
• Experience of providing remote support for users and systems, including resolution of technical issues via the phone, email and online ticketing systems.
• A good understanding of IP Networking (TCP/IP and UDP/IP).
• Knowledge of computer hardware and OS (Windows/Linux/macOS), application installations and technical support technologies.
• A proactive and inquisitive approach to fault-finding and troubleshooting.
• The ability to build and maintain relationships with internal and external stakeholders.
• Excellent communication and team working skills.

DESIRABLE

• Full proficiency in any other European language is a plus.