2nd Line Engineer Job at PLANET RECRUITMENT SERVICES LTD (High Wycombe)

Job Description

As a Technical Engineer you will work as part of the Technical Support team providing support to our customers, reporting to the IT Service Manager you will be first point of contact for technical issues raised to our Support Desk. You will be responsible for logging tickets, troubleshooting IT related issues and being part of the escalation process when required. This role requires you to have strong verbal and written communication skills, technical troubleshooting skills and being a team player within a strong technical team.

Job Responsibility

Act as first point of contact for IT support calls from our customers via phone making sure all calls are answered and dealt with in a professional manner
Logging tickets within our ticketing system while on the phone making sure all information is gathered and entered correctly to a high standard
Strong communication skills and ability to talk and guide non-technical customers and customers who may not have English as their first language
Taking ownership of your own tickets making sure all tickets are updated and resolved within SLA set
Ability to work independently and meet deadlines consistently
Capability to work under pressure and prioritize tickets
Identify and escalate repeating tickets to other team members
Proficiency in relevant tools and software related to the industry
Continuously seek opportunities to enhance skills and stay updated with industry trends
Pro-active attitude towards Technical Support
Professional manner when visiting customers with a can do attitude and willingness to help our customers
Making sure all internal documentation is updated and that internal procedures are followed
Work with relevant third parties companies and act as a point of contact

Requirements

Good working knowledge of computer hardware, operating systems, and basic networking concepts (e.g. TCP/IP, DNS, DHCP)
Experience supporting Windows and macOS devices
Good understanding of Microsoft 365 and cloud technologies (e.g. Exchange Online, Entra ID/Azure AD, Microsoft Office applications)
Experience using ticketing systems to log, track, and update support issues
Ability to diagnose and resolve software and hardware problems over the phone and via remote support tools
Strong written and verbal communication skills
Ability to work independently, take initiative, and collaborate effectively within a team

What we offer

Discretionary yearly bonus scheme dependant on company performance
33 days holiday per year including Public Holidays, increasing by 1 yearly to a maximum of 38
Free on-site parking
Training and Career growth
Opportunity to work on diverse and challenging projects

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2nd Line Engineer

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