2nd Line Technical Support Engineer

2nd Line Support Engineer - Leeds  - Upto £30,000
Fantastic benefits, career progression including external training and development.
This position is based on the outskirts of Leeds on the A64 near Tadcaster

 You will be involved in a variety of duties including;

• Providing 2nd line technical support for hardware and software issues.
• Ensure all calls are logged into the helpdesk system and progress notes are added to all calls.
• Managing the timely resolution of open calls and call actions across all customers.
• Proactively managing problem calls through to completion in a timely basis.
• Proactively working to improve internal processes.
• Pro-actively identifying potential problems and issues on customer sites and investigating if those problems could occur at other sites.
• Identification of potential opportunities to replace or implement new solutions or equipment at customer sites
• Ensuring SLA’s are met.
• Sharing your technical knowledge and assisting your colleagues with issue resolution.
• Research and development for internal system improvements.
• Liaising directly with the company directors about new technologies and market developments
• Delivering exceptional customer service and demonstrating the ability and desire to go ‘Above and beyond’ for our customers.
• Providing ‘Out of Hours’ cover on a strict rota basis, as and when required.

The Person

• Minimum 5 years experience in a technical support environment
• A committed team player.
• Able to work to your own initiative.
• Work within a young talented dynamic team.
• A flexible work ethic, working with the business to find a suitable solution to our customer’s issues.
• Willingness to work out of normal hours to minimise customer disruption.
• Comfortable working with complex problems involving hardware and software.
• Comfortable dealing with customers over the phone and face to face on site when required.

Technical Skills:

Excellent knowledge of the following:

• Desktop PC’s and Operating systems (Windows XP / Windows 7)
• Networking and firewalls
• Server set up, configuration and support  - in particular Small Business Server 2003/8 and server 2003/8, Exchange 2003/7/10 – Ideally Microsoft Qualified
• Very strong all round technical competence
• Anti-virus software management and rollout;
• Back up technology.
• Server Installation.
• Terminal server.
• IT Security.
• Data replication technologies.