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Reed technology is delighted to be working with a highly regarded Leeds based organisation with their search for a 2nd Line Support Engineer
Hybrid working available - salary £24-£29k
Working within a pivotal role for the organisation, supporting users, resolving incidents and administering IT service requests
Key Responsibilities:
- Monitor support ticket queues ensuring incidents are actioned in line with SLA’s
- Mobile Device and Tablet configuration and laptop rebuilds if required
- Escalation ticking to other areas of the team when required
- Handle all queries and updates professionally and efficiently, maintaining a high degree of customer service
- Administration of Active Directory, End User Devices (Windows 10 and higher), Office 365 and Business Applications
Skills & Experience
- Customer focussed attitude with positive approach
- Excellent telephone manner, listening and empathy skills
- Good knowledge of service management toolsets and best practice e.g. ServiceNow and ITIL
- Proven experience & understanding of IT infrastructure, desktop and business applications
- Span of technical knowledge to encompass all versions of MS Windows, Basic TCP/IP Networking, Citrix, all versions of MS Office including Office 365
- Ability to follow processes, policies, procedures and guidelines to ensure consistent quality of service
- Proven track record working in a Service Desk role
If you are interested in this fantastic opportunity please apply online or for more information please contact me on
