The Salary/Benefits:
£40,000- £50,000 per annum + benefits
The Candidate:Senior Second Line Support Engineer/Security Support Technician
SKILLS AND EXPERIENCE:
·Time management – appropriate time allocation to different aspects of the job.
·Excellent communication skills.
·Show initiative - display ability to be left alone to resolve difficult technical issues.
·Excellent TCP/IP networking skills – to include Cisco CCNA certification or equivalent experience.
·Accredited product specialist on at least one of the core vendors.
·Troubleshoot a problem using generic troubleshooting techniques – not relying on purely product expertise. Proven ability to work on support cases with little product experience.
·Positive approach to growing commercial awareness skills.
PERSON SPECIFICATION:
- A Senior Second Line Engineer must have the attributes defined in the Second Line Support Engineer job specification and in addition lead by example. This includes flexibility, positive attitude, dedication, respect for customers and team plus accountability.
The Role:Senior Second Line Support Engineer/Security Support Technician
KEY RESPONSIBILITIES:
- Can deal with challenging customers.
- Managing support cases with supplier, proactively ensuring that the supplier communicates on a regular basis and provides realistic suggestions.
- Ensuring the customer is updated in a timely manner including regular case note updates and where the ownership is outside of the ESC updating the appropriate individuals such as supplier, account manager etc.
- Accept responsibility as a Senior Engineer to pick up more difficult support cases.
- Customer site visits as appropriate.
- Writing detailed TechNotes for the Company Knowledgebase.
- Being a member of the 24 hour support team.
- Proactively maintain and improve personal knowledge of technologies.
- Updating personal skills information on the Intranet on a regular basis.
- Providing coaching and development for Engineers if required.
The Company:Please contact Ed Bullen to discuss this role in further detail. We also offer referral fees to those recommending unique applicants that we go on to place. Know anyone? If so please contact me!
Location - Reading, RG1, Berkshire
