2nd Line Support Engineer

at  Node4

ESSENTIAL CRITERIA AND EXPERIENCE

Must hold or be able to successfully achieve and maintain NPPV3 with SC.
A minimum of 2-3 years’ Service Desk experience with Microsoft technologies.
Able to evidence excellent customer service skills.
Possess a passion for IT and keen to progress.
Knowledge of the ITIL ServiceDesk environment.
Excellent and demonstrable documentation ability, for both technical documents and customer communication.
The ability to work under their own initiative, as part of the team knowing when to seek guidance and take technical responsibility.
Working knowledge of basic system administration for SQL Server.
Understanding of cloud technology.
Specifically relating to hosting servers for both Infrastructure as a Service (IaaS) and Platform as a Service (PaaS) with a view to server migration taking place in the future.
Confident, clear and precise communication when speaking to customers, clients, Node4 employees and end users.
Open to 24/7 shift pattern - this role will require you to be on a night shift rota every 4 weeks.

ABOUT THE ROLE

As a 2nd line support engineer you will provide the customer facing interface for support queries, while also working in conjunction with 1st and 3rd line teams to provide a cohesive experience for clients.
You will be required to update customers on all stages of support calls, from logging, research, action plan, escalation to resolution and if required timely escalate to 3rd line. An excellent line of communication must be upheld at all times with team members and clients to ensure the highest level of customer service.
The successful candidate can join in a remote capacity or hybrid working at our Newbury, but this role will require you to be onsite 2 days per week in Reading.
Overall, our 2nd line support engineers are the focal point of our managed services team providing first class support to our customers ensuring they are leveraging the benefits of their technology investment.