Description
Lorien Global have partnered up with a Global IT service provider.
We are actively recruiting multiple 2nd line support technicians to join our client's team on an initial 6-month contract.
Role Purpose:
- Our client is looking to grow our team with committed people to support a key customer in Scotland.
- This key role will be based in Edinburgh and you will report to the 2nd Line Platform Manager. You will be working in a small team of specialists on the latest technologies and providing technical support to a client base of over 60,000 users.
Duties include:
- Progressing end user incidents referred from the Service Desk using approved tools and in compliance with the Incident process.
- Telephone contact with end users.
- Able to work under pressure
- Investigating and diagnosing technical issues passed over from Service Desk.
- Working with Tech Leads and other team members on mitigation and resolution of the incidents.
- Resolving or transferring incidents to appropriate Support Groups.
- Applying timely and accurate updates to assigned incidents.
- Tracking SLA expiry times and resolving incidents within SLA deadlines.
- Updating knowledge documents and raising request for new KSDs.
- Identifying incident trends and potential service improvements and communicating them via the appropriate channels.
Key experience required:
- Previous experience in a customer facing 2nd Level Support role
- Background in end user support and customer service environments
- Good Microsoft Office 365 knowledge
- Good Microsoft Azure knowledge
- Good Windows10 knowledge
- Knowledge of Windows 2012 and 2016 Server technologies
- Excellent Communication skills both written and verbal
- Excellent time management skills
- Willingness to learn and develop IT knowledge
- Ability to analyse issues and identify the best solutions within SLA.
If this role is of interest, please click apply, now!