2nd Line Engineer

2nd Line Engineer

High Wycombe

27k - 32k

Benefits:

• 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.

Role:

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 the 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 strong verbal and written communication skills, technical troubleshooting skills, and the ability to be a team player within a strong technical team.

Key Skills:

• Act as the first point of contact for IT support calls from customers via phone, ensuring all calls are answered and dealt with professionally.
• Log tickets within our ticketing system while on the phone, ensuring all information is gathered and entered correctly to a high standard.
• Strong communication skills, with the ability to talk and guide non-technical customers and those who may not have English as their first language.
• Take ownership of your own tickets, ensuring all tickets are updated and resolved within the 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.
• Proactive attitude towards Technical Support.
• Maintain a professional manner when visiting customers, with a can-do attitude and willingness to help.
• Ensure all internal documentation is updated and that internal procedures are followed.
• Work with relevant third-party companies and act as a point of contact.

INDIT

Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.

By applying for this role, your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information.

Only candidates with the relevant skills and experience will be contacted after application. If you do not hear back from us within 7 days, you have unfortunately been unsuccessful in your application.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability, or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications, and abilities to perform the duties of the position.