Remote Support Agent (2nd Line)

Utilising defined processes, procedures and tools to administer approved fixes enabling customer SLAs to be met through ownership until resolution. This role must also consider the importance of the contribution it makes to product defect analysis through meticulous attention to detail resulting in accurate incident closure.Edit Job description

Responsibilities

• Efficiently diagnosing, fixing and escalating service incidents in accordance to customer SLA agreements
• Accurately capturing the correct data in the resolve text
• Using own initiative to identify key daily priorities
• Maintaining a close understanding of Service Level Agreements (SLA)
• Follow 2nd line processes and procedures as defined to successful conclusion
• Retain ownership of customer relations when a service incident passed to 3rd line and to ensure that these are dealt with in a timely manner and/or as per the agreed SLA
• Communicate effectively with 1st Line and/or customers on any issues, questions or concerns as necessary
• Cover rota on a 24/7/365 basis with out of hours working allowanceEdit Responsibilities

Skills required

• Ability to prioritise tasks.
• Strong organisation skills.
• Ability to work in a pressurised environment.
• Self-motivated.
• Strong team player.
• Proven fault identification/troubleshooting experience2+ years’ experience of working in an operational support environment.
• Strong IT knowledge, confidence and literacy including experience in using Microsoft Office.
• Fast learner; can absorb and understand information quickly.Edit Skills required

Educational requirements

Edit Educational requirements

Job role notes

• 33 days annual leave including bank holidays
• Birthday Leave (extra day off for your birthday)
• Recommend a friend scheme – put forward a friend to work for us to earn a bonus (subject to T&C’s)
• Recognition scheme awarded each quarter and annually
• Wellbeing initiatives
• Enhanced family friendly policies