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.
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.

RESPONSIBILITIES

Provide the customer facing interface for support queries.
Co-ordinate support queries and requests.
Working in conjunction with 1st and 3rd line teams to provide a cohesive experience for clients.
Maintain knowledge base for all encountered issues.
Expected to escalate within a timely manner to the 3rd line support team if required.
Update customers on all stages of support calls, from logging, research, action plan, escalation to resolution.
Publish customer facing technical information such as best practice guides, FAQ’s.
Delivery of customer support in line with the objectives of the team objectives, customer expectations and contractual obligations.
Communicating internally and externally support issues, escalations, and action plans to resolve customer issues.
Clear and precise communication with customers and team members.
Answer all telephone calls and respond to all telephone enquiries.
Build and maintain customer support information and documentation of supported customer environments.
Flexibility for helping cover different roles as and where needed.
Confidence in all communication methods when speaking to clients and end users.