2nd Line Support Engineer

☞ Onecom

View: 106

Update day: 03-06-2024

Location: Fareham South East

Category: IT - Software Part-time

Industry: Telecommunications

Position: Entry level

Job type: Part-time

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Job content

Location: WhiteleyCompetitive Salary: £27,500Fantastic Hours: Monday- Friday, 40 hours, 8:30- 5:30The task at hand:We are currently looking for a2nd Line Support Engineer who the first point of contact for our Service Desk. You will be responsible for providing a high level of technical support across the company, for both our internal staff and external customers. You will assist with the 2nd line technical issues, working closely with the 3rd Line Support Engineers, acting as an escalation point for our 1st Line Support Engineers.You’ll be great in this role if you have:
  • Good technical understanding of Fixed Line and WAN Data Connectivity Solutions
  • Extensive knowledge and experience of Windows Server (2008, 2012), desktop operating systems (Windows 7 &10), Active Directory, Exchange and TCP/IP, DNS, DHCP and network share permissions.
  • Ability to provide advice to non-technical aware customers (either internally or externally)
  • Experience of supporting customers in line with SLA’s
  • Knowledge of web servers (IIS and Apache) (desirable)
  • Experience of MySQL and MSSQL Databases (desirable)
  • Knowledge of VoIP technologies (desirable)
  • ITIL experience or qualification (desirable)
  • Strong interpersonal and communication skills – verbal and written
  • Outstanding attention to detail and accuracy
  • Enthusiastic, analytical, creative, innovative and confident
  • Reliable, flexible and cooperative
  • Ability to liaise with customers in an empathic and technically effective manner
  • Ability to work as part of a team and contribute to the overall success of both the Service Desk and organisational objectives
What you’ll be busy doing:
  • Managing, troubleshooting, and providing resolution of service incidents across IT and WAN products and services, including but not limited to:
  • Server configuration and support
  • Network infrastructure configuration and support
  • Desktop installation, configuration, and support
  • Software installation, configuration, and support
  • Fixed Line Connectivity
  • Data Connectivity Solutions including ADSL, EFM, DIA and Leased Lines
  • Use of remote management solutions to assist with resolving service incidents
  • Travel installation or service incidents (where required)
  • Deliver high levels of customer satisfaction
  • Proactive use of the service boards to ensure workflow is prioritised and in line with customer SLA’s
  • Provide regular communication and support to customers via email, telephone and service tickets
  • Communication with carriers and suppliers to raise and escalate customers’ support queries through to completion
  • Ensure all customer information is tracked and kept up to date on the company system
  • Communication and escalation with carriers and suppliers where required
  • Assist with mentoring and training Support engineers
  • Monitoring systems for alerts
  • Managing communication between customers and third parties
  • Ensuring SLA’s are adhered too
  • Proactive updating and monitoring of existing IT systems ensuring they are maintained and kept up to date
  • Escalation point for 1 st line support functions
  • Any other duties as required by the line manager commensurate with the positio
Onecom Perks and Benefits:Agile working:Enabling our people to work where they work best, using our Agile Working PolicyHolidays:25 days holiday plus bank holidays and the option to Buy/Sell 5 days a yearBirthday Break: Day off for your birthday, during your birthday monthMyTime:12 paid hours a year to use for early finishes, appointments, or longer lunch breaksElectric Car Scheme: Purchase a brand-new electric car through our EV SchemeWellbeing:Discounted Gym membership, free online workouts, subsidised Fitbit, Cycle to work scheme, Free breakfast & fresh fruit in our offices, Eye-care vouchers, Financial Wellbeing supportPension:We offer 9% combined pension contributionLifestyle:4 x Salary life assurance, Employee Assistance Programme, 24/7 access to Mental Health supportParental Leave:Enhanced Parental Leave policy (based on length of service), whether you or your partner are giving birth, going through surrogacy or adoptionRewards:Quarterly employee reward programme and annual awardsDiscounts:Discounts on tech + 3000 retailers through our Onecom Extras portalReferral Incentive:You’ll receive a bonus for each successful friend or family member you referSocials:Work hard and play hard with our all-expenses paid company events and partiesFoundation:Get involved in fundraising activities and events for our Charity partnersAcademy:Limitless professional development with access to our in-house training academyWho We AreOnecom is the recognised provider of Communication Technology, trusted by UK Organisations to deliver unparalleled expertise and simply brilliant customer experiences to more than 800,000 Corporate citizens globally.We’ve built an award-winning team of 650+ ambitious, inspiring and innovative individuals.We’re driven by our pride in our brand and our dedication to create a market-leading environment where our people can be the best version of themselves. Want to join our journey? Apply Now.Equity, Diversity & InclusionOnecom wants to meet the aims and commitments set out in our Equal Opportunities Policy. This includes not discriminating under the Equality Act 2010 and building an accurate understanding of the make-up of our talent pools in encouraging equity, diversity and inclusion. We ask candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and the data gathered will be used to inform our future initiatives.Notice to Recruitment AgenciesOnecom operates a direct sourcing model and does not accept speculative CVs
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Deadline: 18-07-2024

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