IT Support 2nd Line / Escalations Technician

An 2nd Line /Escalations Technician is responsible for handling escalated service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software. This is a fantastic opportunity for an ambitious individual who is looking to develop his or her skills in a dynamic environment. The opportunities to grow your career within a rapidly growing multi-faceted technology company are outstanding. We believe that people skills are just as important as technical skills, so we are not looking for technical experts who want to sit in a dark room. We need people who can communicate well with our customers and who can explain technical issues in very simple terms. Functions: IT Support relating to technical issues involving Microsoft’s core business applications and operating systems, Cisco Networking solutions and Vendor-specific hardware (HPE). Advanced technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security. Advanced remote access solution implementation and support: VPN, Remote Desktop Services, and Windows Virtual Desktop. Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets. System documentation maintenance and review in document management platform. Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages. Support of disaster recovery solutions. Responsibility and duties: Diagnosing, Troubleshooting, testing, repairing, and servicing hardware, networks, and phones. Maintain a documentation library for the customers applications and bespoke infrastructure for use by the service desk teams. Ability to diagnose and troubleshoot any technical problems and recommend lasting solutions. Schedule visits logistically to prioritise workload and increase CSAT, tying workflow to schedule. Meet all scheduled appointments each day. Comprehend customer requirements and make appropriate recommendations/briefings. Providing remote support to troubleshoot and resolve technical issues. Make and take phone calls to provide customer service, liaise with 3rd party vendors where necessary. Following company procedures and protocols Cooperating with technical teams and sharing information across the organisation Build positive relationships with customers. Work in conjunction with the technical team leader to deliver targets and use the training matrix for individual development. Attend one-to-ones to provide clear feedback to allow personal development. Support and provide feedback to drive continuous improvement of service operation, remaining fully complaint - Identify opportunities to increase efficiency and optimize flows. Assisting in project implementation, delivery, and overflow. Key interfaces: All interdepartmental teams Clients 3rd party vendors