Support Engineer L2 (night shift)

Provide world class service and support for clients by troubleshooting and diagnosing IT issues, providing remote support and assisting in the monitoring and maintenance of their computer systems and networks. Main Accountabilities include ensuring customer calls are promptly attended to, providing efficient and effective support and maintaining a high standard of information recording within cases, ensuring all pertinent details are accurately documented. You will proactively manage your queue and response levels to meet and exceed customer expectations, troubleshoot and diagnose IT issues efficiently, resolving them in a timely manner to minimise client downtime, and complete/update technical documentation. Further, you will mentor and train colleagues in this role too. The qualifications include previous experience on a service desk and in a managed services environment is advantageous. Proficient in customer support, including phone and email communication is necessary. An excellent understanding of Microsoft Desktop OS/Server OS and troubleshooting is also necessary.