Tela Technology

Tela is a fast-growing, staff-focused company. We are constantly evolving and are incredibly excited about the constant changes in technology. The way we bring these changes to market means with need a great team around us. This role is for a 2nd line IT support engineer who will manage 1st/2nd line ticket resolution, customer calls, escalations, deployments, on-site support, documentation, and user guidance. The successful candidate will contribute to the team by delivering the high level of technical customer support service, delivering on Tela's values of providing exceptional customer care. Key Objectives Providing end user support remotely and on sites. Key Tasks & Responsibilities Include: Working through a range of 1st and 2nd line assigned tickets from triage, from beginning to resolution Working as part of a team to pick up customer calls Acting as a point of escalation for the 1st line team Escalating to 3rd line, if required Keeping customers regularly updated through the lifecycle of their ticket; keeping them informed of incident progress, notifying them of impending changes or agreed outages Supporting the 3rd Line team with customer project deployment tasks, if required Deploying and maintaining software and hardware as directed/required Attending customer sites; from setting up new users to troubleshooting and resolving issues Ensuring all tickets are noted using Tela's CRM Maintaining a high degree of service for all support queries and adhering to all service management principles Supporting users in the correct use of equipment by providing any necessary guidance, training and advice Person Specification: Required Experience Two years+ experience as an IT engineer Excellent working knowledge of Microsoft client operating systems and applications (Windows client, MS Office) Network troubleshooting skills with routers, firewalls, switches, and WAN connectivity Knowledge of Cisco, Ubiquity and SonicWALL firewalls would be beneficial Associate or professional certifications (Microsoft, Cisco) are desirable Core Competencies Exceptional communication skills A customer first approach The ability to work in a team and communicate in a polite, friendly and effectively manner Flexible approach to resolving customer issues Product and service awareness Self motivated, with the ability to work in a fast paced environment and deal with change/pressure when it arises Employee Benefits: Salary £27 000 20 days holiday rising for every year served to a maximum of 25 Healthcare & Wellness plan, on passing probation Employee Assistance programme, on passing probation Employee Discount Scheme, on passing probation Private Medical Care, available after two years' service Life Assurance, available after two years' service