ACS TECHNOLOGY GROUP
IT Helpdesk Second Line Engineer
Job Location
Charlestown, United Kingdom
Job Description
Join Our Team as a Second Line Engineer at ACS Technology Group Ltd!
About Us: ACS Technology Group Ltd is one of the fastest-growing IT supplies companies in the UK. Founded by product experts with a passion for delivering the best possible customer service and the most competitive prices, we have become a trusted partner for many businesses across the country. Our clients rely on us to provide essential goods and services every day.
We have evolved into a dynamic and innovative IT services company, dedicated to offering high-level support and solutions to our clients. Our team is passionate about technology and committed to delivering exceptional service. At ACS, we believe in our people – we are passionate about what we do and how we do it.
Job Opportunity: We are currently seeking a skilled and motivated Second Line Engineer to join our IT Services Helpdesk team.
About You: You are a Grade 2 Second Line Engineer with a proven track record in providing exceptional second-line support via phone, email, and remote access. Your expertise lies in diagnosing and resolving complex technical issues related to hardware, software, network, security, and cloud services. You adhere to best practices for incident, problem, and change management, and know when to escalate calls to third-line engineers or vendors. Your strong documentation and communication skills ensure that tickets, logs, and reports are meticulously updated, and you effectively communicate with clients, colleagues, and vendors.
You are committed to ensuring customer satisfaction and meeting service level agreements. You address cases from the Proactive Monitoring system with precision, taking ownership of escalated cases requiring enhanced technical knowledge. Your project and system management skills are evident as you participate in projects, installations, upgrades, and migrations, administering and managing customer backup systems. Dedicated to your professional development, you continuously maintain and update your technical knowledge through training and certification. Your qualifications include strong knowledge of hardware, software, network, security, and cloud services, excellent problem-solving skills, and the ability to work independently and as part of a team.
Responsibilities:
Support and Resolution:
* Provide second-line support via phone, email, and remote access.
* Diagnose and resolve complex technical issues related to hardware, software, network, security, and cloud services.
* Adhere to best practices and procedures for incident, problem, and change management.
* Escalate calls to third-line engineers or vendors when necessary.
Documentation and Communication:
* Document and update tickets, logs, and reports using the service desk management system.
* Ensure the SI portal for Network information is updated with any works carried out.
* Communicate effectively and professionally with clients, colleagues, and vendors.
* Maintain detailed records on the IT Helpdesk system.
Service Level Management:
* Ensure customer satisfaction and meet service level agreements.
* Address cases from the Proactive Monitoring system.
* Raise, update, and resolve case records using the IT Helpdesk system with detail and accuracy.
* Take ownership of escalated cases requiring enhanced technical knowledge.
* Ensure service desk calls are followed through to completion, and if assigned to a fellow engineer, communicate the call to the individual.
Project and System Management:
* Participate in projects, installations, upgrades, and migrations.
* Administer, configure, and manage customer backup systems.
Professional Development:
* Maintain and update technical knowledge through training and certification.
Qualifications:
* Proven experience in a second-line support role.
* Strong knowledge of hardware, software, network, security, and cloud services.
* Excellent problem-solving and troubleshooting skills.
* Strong communication and interpersonal skills.
* Ability to work independently and as part of a team.
* Relevant certifications (e.g., CompTIA, Microsoft, Cisco) are a plus.
What We Offer:
* Competitive salary and benefits package.
* Opportunities for professional growth and development.
* A supportive and collaborative work environment.
* The chance to work with cutting-edge technology and innovative solutions
Location: Charlestown, GB
Posted Date: 9/29/2024
About Us: ACS Technology Group Ltd is one of the fastest-growing IT supplies companies in the UK. Founded by product experts with a passion for delivering the best possible customer service and the most competitive prices, we have become a trusted partner for many businesses across the country. Our clients rely on us to provide essential goods and services every day.
We have evolved into a dynamic and innovative IT services company, dedicated to offering high-level support and solutions to our clients. Our team is passionate about technology and committed to delivering exceptional service. At ACS, we believe in our people – we are passionate about what we do and how we do it.
Job Opportunity: We are currently seeking a skilled and motivated Second Line Engineer to join our IT Services Helpdesk team.
About You: You are a Grade 2 Second Line Engineer with a proven track record in providing exceptional second-line support via phone, email, and remote access. Your expertise lies in diagnosing and resolving complex technical issues related to hardware, software, network, security, and cloud services. You adhere to best practices for incident, problem, and change management, and know when to escalate calls to third-line engineers or vendors. Your strong documentation and communication skills ensure that tickets, logs, and reports are meticulously updated, and you effectively communicate with clients, colleagues, and vendors.
You are committed to ensuring customer satisfaction and meeting service level agreements. You address cases from the Proactive Monitoring system with precision, taking ownership of escalated cases requiring enhanced technical knowledge. Your project and system management skills are evident as you participate in projects, installations, upgrades, and migrations, administering and managing customer backup systems. Dedicated to your professional development, you continuously maintain and update your technical knowledge through training and certification. Your qualifications include strong knowledge of hardware, software, network, security, and cloud services, excellent problem-solving skills, and the ability to work independently and as part of a team.
Responsibilities:
Support and Resolution:
* Provide second-line support via phone, email, and remote access.
* Diagnose and resolve complex technical issues related to hardware, software, network, security, and cloud services.
* Adhere to best practices and procedures for incident, problem, and change management.
* Escalate calls to third-line engineers or vendors when necessary.
Documentation and Communication:
* Document and update tickets, logs, and reports using the service desk management system.
* Ensure the SI portal for Network information is updated with any works carried out.
* Communicate effectively and professionally with clients, colleagues, and vendors.
* Maintain detailed records on the IT Helpdesk system.
Service Level Management:
* Ensure customer satisfaction and meet service level agreements.
* Address cases from the Proactive Monitoring system.
* Raise, update, and resolve case records using the IT Helpdesk system with detail and accuracy.
* Take ownership of escalated cases requiring enhanced technical knowledge.
* Ensure service desk calls are followed through to completion, and if assigned to a fellow engineer, communicate the call to the individual.
Project and System Management:
* Participate in projects, installations, upgrades, and migrations.
* Administer, configure, and manage customer backup systems.
Professional Development:
* Maintain and update technical knowledge through training and certification.
Qualifications:
* Proven experience in a second-line support role.
* Strong knowledge of hardware, software, network, security, and cloud services.
* Excellent problem-solving and troubleshooting skills.
* Strong communication and interpersonal skills.
* Ability to work independently and as part of a team.
* Relevant certifications (e.g., CompTIA, Microsoft, Cisco) are a plus.
What We Offer:
* Competitive salary and benefits package.
* Opportunities for professional growth and development.
* A supportive and collaborative work environment.
* The chance to work with cutting-edge technology and innovative solutions
Location: Charlestown, GB
Posted Date: 9/29/2024
Contact Information
| Contact | Human Resources ACS TECHNOLOGY GROUP |
|---|