2nd Line Support

Job Title: 2nd Line Support
Contract Type: Permanent
Location: Southampton
Reference: 13145971
Contact Name: Fran Curtis
Contact Email:
Job Published: October 05, 2022 14:01

Job Description

2nd Line Technical Support
Location: Southampton
Hours of work: Shifts are based on a Monday to Friday Rota with weekly rotating hours of 7am - 15:15pm and 10:45am - 7pm. 
Salary: Negotiable dependent on experience
Dynamite recruitment is currently working in partnership with a very well-established business who are based in the Southampton area
Due to changes within the business our client is looking to expand a specialist team and requires a 2nd Line Technical Support Advisor immediately
As a Customer Support Analyst /2nd line Technical Support Advisor you will be responsible for reporting to the / depth investigations carried.
Your key duties would include the following:
  • To troubleshoot and resolve complex issues and escalations
  • Help on-site engineers remotely with the installation of new equipment – Hardware
  • To support with software related issues
  • Providing regular updates when required to relevant parties- both internally and to customers
  • Acting as an escalation point to resolve and troubleshoot complex issues
  • Documenting all aspects of the work using the internal system
  • Collaborate with 3rd party supplier
  • To provide support to customers from start to completion
  • Be able to take ownership of a task to see it through to completion and to exceed expectations whenever possible.
  • Providing training/coaching a first line technical support advisor to help them gain more confidence and knowledge on products they are supporting.
As 2nd Line Technical Support / Customer Support Analyst you will have / be
  • To be self-motivated and a contributing member of the team
  • Be able to manage/prioritize their own workload so tasks can be completed to a customer’s satisfaction and meet Service Level Agreements where necessary
  • Good time management.
  • Ability to work under pressure.
  • NVQ1/GCSEs and above (or equivalent) in key competencies
  • Excellent Customer Service Skills
  • A good understanding of IT based systems
  • Minimum of 3 years proven experience working in a similar technical environment
  • Ability to work in a pressurized environment
  • Problem analysis/problem solving
  • Must be able to communicate effectively with all levels of users.
  • Great problem-solving skills and a desire to achieve
  • High level of knowledge and understanding of Windows Operating Systems
  • Windows OS (Windows XP, 7, 10)
  • Knowledge of networking concepts LAN/WAN (routers, switches, firewall)
  • Some experience of PowerShell and writing scripts
  • Experience of writing CRUD SQL queries, T-SQL beneficial
  • Experience of working with an RMM solution
To be considered please submit your CV asap