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    2nd Line Support/Second Line Support

    Kent | Reed Technology

    Job Details
    Category: I.T. & Communications
    Posted Yesterday

    2nd Line Support/Senior Service Desk Operator

    Location: Paddock Wood

    Type: Permanent

    Exciting opportunity for a 2nd Line Support professional to join an established organisation in the Digital Technology sector.

    The chosen candidate will have experience in a 2nd Line position or a Senior Service Desk position with an in depth understanding of Windows, Networks troubleshooting and Linux.

    Key Responsibilities:

    • Provide technical support for Linux, Windows, and network systems.
    • Diagnose and resolve complex hardware, software, and network issues.
    • Administer Display control systems and Hardware.
    • Collaborate with other to ensure cases are managed within our SLAs
    • Update documentation of service desk tasks.
    • Train and mentor junior service desk staff.
    • Participate in continuous improvement to improve the service desk.
    • Update cases with detailed case and resolution notes.
    • Commission advertising assets and networking hardware
    • Monitor all advertising assets throughout the day via webcams and various monitoring systems ensuring issues are detected and cases raised and dealt with within out SLA.

    Required Qualifications:

    • Tier 2 Service Desk Experience: At least 2 years of hands-on experience in a Tier 2 service desk role, demonstrating a proven track record of handling advanced technical issues.
    • Operating Systems Knowledge: Proficient in both Linux and Windows operating systems.
    • Networking Knowledge: A solid grasp of networking principles, capable of understanding and resolving network-related issues.
    • Customer Service Skills: Excellent customer service, with the ability to effectively address client needs.
    • Advanced Problem-Solving Abilities: Excellent at diagnosing and resolving technical problems.
    • Strong Communication Skills: Ability to communicate complex technical information clearly and to both technical and non-technical stakeholders.
    • Performance Under Pressure: Capable of working efficiently in a dynamic, fast-paced environment, maintaining focus under pressure.

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