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2nd Line Support

Location:

Nottingham, Nottinghamshire

Work type:

Permanent

Business sector:

Infrastructure

Salary:

£22000.00 - £28000 per annum

Job reference:

BBBH19360_1559895546

Start date:

ASAP

Contact email:

Ivana.Kovacova@talentinternational.com

Advertiser:

Ivana Kovacova

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

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