2nd Line Support Engineer

Job reference - 432

Location - Bournemouth

Salary - up to £30,000

Job type - Permanent

Working hours - Monday - Friday (09:00 - 17:30)

A fantastic opportunity has arisen for a 2nd Line Support Engineer to join a reputable business, based in Bournemouth.

The successful 2nd Line Support Engineer will join the Operations Telephony and Tech Support Team to ensure that their customers’ telecommunication systems are maintained and that any faults are rectified in a professional and timely manner.

Key skills required for a 2nd Line Support Engineer:

• Must come from an IT background

• 1st and 2nd Line support

• Networking and Android experience

• Excellent customer service skills

• Good telephone manner

Key responsibilities for an IT Support Engineer:

• Provide telephone support to our customers to resolve their fault or enquiry, with the aim of providing a solution at “first touch”.

• Maintain a high standard of customer service by ensuring customers are kept up to date with the progress of their fault or enquiry.

• Use remote troubleshooting tools to diagnose and resolve technical hardware and software issues.

• Use remote software and online portals to amend customers’ telephony configurations, according to their requirements.

• Install, update and maintain relevant software and systems.

• Use available broadband diagnostic tools to identify and resolve broadband faults.

• Report 3rd party faults to the relevant supplier or carrier, then liaise with them to ensure a satisfactory resolution.

• Log any customer interaction accurately on our database.

• Ensure all admin is kept up to date with detailed information on our database.

• Undertake active training on any current systems and services, as well as all new products we provide.

• Support and mentor any new staff working with you.

• Identify and escalate situations requiring urgent attention to the relevant escalation team.

• Stay current with product information, changes, and updates.

So, if you are a 2nd Line Support Engineer with the above experience and are looking to join a collaborative team where everyone supports each other, then please apply now!

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