2nd Lne Support Engineers

Responsibilities: · Actively managing and maintaining a list of calls escalated from our 1st line team, including regularly updating calls, investigative work and keeping customers up to date. · Taking calls from customers and logging the call in accordance with company guidelines. · Performing maintenance and technical tasks as required such as computer and laptop builds and diagnosis of problems. · Performing testing and investigative work as necessary. · Working as part of a large team to meet targets and maintain service level agreements. · Completing customer onsite support duties whilst on the day shift as required. Willingness and flexibility to attend customer sites up and down the country, this may include travel and overnight stays. · Working in accordance with the 2nd Line Team Leader. · To liaise with and maintain a good working relationship with third party vendors to ensure the needs of the customer are met. · To act as an ambassador for Company