2nd Line Support Engineer – 3 Month Contract

Urgent requirement for a 2nd Line IT Support Engineer to join a global organisation on an initial 3-month contract, offering fully remote work.

Responsibilities:

• Triaging and responding to user requests
  • Second line support:
    • troubleshooting user issues
    • raising requests to User Services teams for onboarding new users etc
    • passing of complex tickets and bugs to 3^rd line support team for investigation / resolution; and coordinating same
    • raising product enhancement requests to Tech PM
    • identifying and passing back first line support queries (simple user queries) to user SMEs
  • Working with Tech PM to ensure tickets are prioritised appropriately.
  • Tracking and managing tickets; including ensuring regular communication with user community
  • Establishing/building out support process and ticket logging system (with appropriate metrics / reporting)

Skills and Experience Required:

• Proven work experience as a Technical Support Engineer
• Knowledge of workflow systems – ideally Salesforce
• Experience of Microsoft products (Excel, Word, Access, SQL Server) and ideally, good SQL skills
• Excellent written and verbal communication skills
• Excellent problem solving skills
• Ability to multi-task
• Ability to work independently
• Experience of following escalation protocols appropriately (that is, experience of identifying issues that need to flagged Project Management, Compliance etc)
• Desirable: Basic knowledge of Microsoft Azure data factory

Next Steps:

Please submit your application or speak to a specialist consultant in Abacus on 02890313157 for a confidential career discussion.

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