2nd Line IT Support Engineer Job Vacancies at Cardonet IT Support London

2nd Line IT Support Engineer

As a 2nd Line IT Support Engineer, you need to use your experience and knowledge to carry out more complex tasks, while also acting as an escalation point for our 1st Line team.

You will also be responsible for reviewing the work completed by our 1st Line, as well as effectively escalate issues that you can not overcome to our 3rd line team in a timely manner. To be effective, you need to be comfortable liaising with clients and should be happy to attend customer sites when required.

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Your Responsibilities

Reporting to the Helpdesk Manager, you will be responsible for:

  • Providing an excellent customer experience at all times.
  • Responding efficiently to support requests over a variety of channels.
  • Accurately classifying and logging tickets using our internal ticketing system, CSM.
  • Accurately keeping tickets up to date, informative and clear on CSM.
  • Accurately checking in, checking out and adding time entries to CSM.
  • Providing an effective and proactive escalation point for our 1st Line Support team and any other channel as directed by management.
  • Provide 1st Line support when required.
  • Provide on-site support as required in order to resolve customer issues.
  • Escalating tickets as and when required using internal guidelines.
  • Liaising with partners and third parties to resolve customer issues.
  • Conducting personal queue and ticket triage.
  • Conducting workshop tasks as asigned by your team leader or manager.
  • Carrying out in-house IT support for internal users as and when required.
  • Conducting onsite work as and when required (such as onsite support, project support/assistance, system deployment etc.).
  • Ensuring all alerts from our proactive tools are actioned within agreed targets.
  • Undertaking any other duties as requested by the Helpdesk Manager, Operations Director or Managing Partners.
  • Participating in our internal development program (Cardonet University, Technical Forum etc.).
  • Attending meetings as required.

Your Attributes

We are looking for people who:

  • Have previous experience providing 2nd Line IT Support.
  • Be comfortable supporting a wide variety of technology, from MS Exchange, Active Directory and Office 365, to virtual environments, networks and storage.
  • Have relevant formal qualifications.
  • Really enjoy helping others and providing superb customer service.
  • Are confident, clear communicators.
  • Are open, honest and reliable.
  • Can work calmly in a busy, fast-paced environment.
  • Are superb team members with a positive 'can do' attitude.
  • Would like to progress and develop their IT career further.

The Location

The vast majority of your time will be spent working from our head office at 7 Stean Street, London, E8 4ED.

The Package

We offer a very competitive package that includes benefits such as:

  • 40 hours of work a week.
  • A salary that is dependent on your experience.
  • 28 days annual leave.
  • Extensive training and development opportunities.
  • The chance to take part in our weekly yoga sessions.
  • Access to the beer fridge every Friday.
  • A host of additional perks and rewards.

How to Apply

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Cardonet is an equal opportunities employer.

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Cardonet
7 Stean Street London, E8 4ED
Phone: 020 7837 2444
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