2nd line Support Helpdesk Engineer
Salary:
£ 35000-45000
Date Posted:
10-May-2023 Expiry Date:
25-Oct-2023
Job Details
Location:
London, Greater London, United Kingdom
Contractual Hours:
Full Time/Permanent
Working Hours:
Monday to Friday
Qualifications:
Intermediate/A-Level
Length of Services:
3 to 5 years
Positions Available:
1
Job Location on Map
Job Description
2nd line Support Helpdesk Engineer
2nd line Support Helpdesk Engineer required to join a global accountancy firm based at Fenchurch Street (London).
The ideal candidate would have at least ones year of experience working as a 2nd line Support Helpdesk Engineer and be confident enough to mentor a first line support engineer.
The 2nd Line support Engineer must have supported an accountancy software before such as CCH, Iris, Sage equivalent.
Day to day requirements:
Dealing with escalations "up" from 1st line, and resolutions "down" from more senior/external resolving agencies
Dealing with incoming calls, chats and emails when these exceed 1st line capacity
Assisting with 1st line duties when required
Following agreed resolutions where available
Managing assigned tickets to an SLA
Fully documenting all activity, using the ticketing system
Learning and understanding products and resolutions in depth
Continuously contributing towards service guides and knowledge, including authoring new resolutions from scratch
Checking the fit/appropriateness of agreed and documented resolutions to tickets and suggesting improvements and changes if and when needed
Ensure ticket SLAs are met and intervene when necessary including providing 1st line resolution
Build, present and explain weekly and monthly statistical reports on issues, problem tickets and root cause analyses
Requirements
Ability to manage 1st line engineers, and external resolution agencies
Excellent telephone manner and face-to-face communication skills
Strong ability to follow agreed resolutions and help suggest new ones
Advanced understanding of PCs, networks and communications, browsers and the Microsoft application stack
Ability to learn about vertical applications specific to the firm, and the processes around the use of these - experience of these preferred (for example products from CCH, and experience of a document management system)
Thorough appreciation of data sensitivity, privacy and security
Salarry: £35000-£45000 plus added company benefits
Job ID: v0aiq4ln
Skills Required
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