Job Description
2nd line Support
Nottingham
Up to £28 000 P/A
Talent International has been retained to search for a 2nd/ 3rd line Support Engineer by an innovative technology company that works with organisations across financial, government and public safety sectors. Second line support engineers will deliver support to customers within a 24/7 department.
Skills & Experience
- Minimum 3 years experiencing working within an IT Support role
- Good Software skills including configuration and installation of Operating systems including server 2008 and 2012
- Knowledge on hardware
- Understanding of Network Technologies including TCP/IP DHCP, VLAN and various WAN technologies
- Good knowledge of how the Internet works (HTTP/HTTPS and DNS)
- Problem solving ability, creativity to "think-outside-the-box", proven track record in proposing and implementing new solutions for customers.
- Agility/ability to work at pace and to tight deadlines
- Customer Facing experience with ability to demonstrate being able to manage the support requirements of demanding customers
- Experience with Virtualisation (VM Ware, Hyper V and Virtual box)
- Knowledge of SQL, Apache, IIS, Telecoms and experience working in/and supporting contact centers/Financial services would be advantageous
- Excellent verbal and written communication skills
Primary Responsibilities
- Incident / Problem management ensuring all customer SLA's and departmental KPI's are achieved through the timely resolution and effective communication
- Communicating effectively with Helpdesk Analysts to ensure they can communicate effectively and manage the customer experience
- Detailed problem reproduction on support test labs
- Working with the team to ensure daily case allocation is managed
- Highlighting areas of risk as soon as they are apparent Perform change management including raising RFC's
- Input to problem management highlighting situations which may require further ongoing investigation or may be relating to multiple incidents
- Communicate effectively with Helpdesk Analysts to ensure they can successfully communicate with the customer
- Troubleshoot and triage faults through to development.
- Potential to work as part of a shift rota - to be agreed along with location as part of specific role
- Any adhoc duties as are reasonably requested by the business.
Qualifications
- A degree in a relevant technical subject (Desirable)
- CCNA Collaboration, Avaya, Mitel or similar Telephony certification (Desirable)
- Experience with SIP, RTP, G.711, G.729, H.323 or similar telephony exposure/knowledge - Highly desirable.
- ITIL V3 foundation
- Microsoft Windows Server - MSCE/MSCA
All suitable candidates with relevant skillset will be contacted immediately. Please submit your CV today to secure interview for this exciting position.
3 years/configuration & installation/TCP/IP/DHCP/VLAN DNS/VM Ware/HyperV/SQL/Apache/IIS/Telecoms/contact centres/Avaya/Mintel/CCNA/ITIL
3 years/configuration & installation/TCP/IP/DHCP/VLAN DNS/VM Ware/HyperV/SQL/Apache/IIS/Telecoms/contact centres/Avaya/Mintel/CCNA/ITIL
3 years/configuration & installation/TCP/IP/DHCP/VLAN DNS/VM Ware/HyperV/SQL/Apache/IIS/Telecoms/contact centres/Avaya/Mintel/CCNA/ITIL
3 years/configuration & installation/TCP/IP/DHCP/VLAN DNS/VM Ware/HyperV/SQL/Apache/IIS/Telecoms/contact centres/Avaya/Mintel/CCNA/ITIL
