Job Description
Job Overview:
Diagnosing, investigating & resolving incident tickets in accordance with priority whilst providing consistent and high-quality service, the role of a second line support engineer with us is to provide technical resolution to escalated support tickets, and to support the rest of the team/company with technical queries. Our customers raise queries to our first line agents who provide phone, email and live chat support. Where these queries or issues require a detailed technical investigation, they will be passed to second line engineers who can conduct a thorough review and ultimately resolve or escalate accordingly. A Second Line Support Agent will also identify chronic system issues, provide process improvements and recommendations, develop internal documentation, and contribute to a team environment.
Our Expectations:
The ideal candidate will be high energy, and solution focused with a real customer focus. We are seeking demonstrable logical thinking and analytical skills, with the ability to relate technical issues to customer outcomes and business processes. Willingness to work to high performance targets as well as an inquisitive and improvement based approach to work are critical competencies for this role. Able to deal with pressure and satisfy complex technical issues even in the most challenging of environments, our first line support can prioritise tasks to maximise customer satisfaction. Our team members are expected to maintain a positive and professional demeanour, always portraying the company in a positive light and effectively managing sensitive issues.
About the team
As a transparent, high trust business we value low ego, get it done type humans, who enjoy working in a collaborative and supportive environment. From grand ideas to hands on implementation, you will be exposed to a huge variety of projects and will bring passion to the task however big or small. We are a friendly, helpful bunch who work very hard but value healthy balance, family, friends and all the good stuff that makes us smile! We also love dogs and have a fair few in our office!