1st Line Support Engineer City of London £22-28k + BensThis successful Managed Service Provider within the finance industry need an enthusiastic IT Support Engineer /...
Second Line Support Analyst - Permanent - up to £32k DOE - London
Our client, a global media business, are looking for a Second Line Support Analyst to join them on a permanent basis in their London based office.
You'll be responsible for providing technical support for internal platforms. You'll work closely with members of your team to deliver high-quality support to end users and act as a point of escalation for the Service Desk, working closely with 3rd Line.
You will be passionate about delivering excellent customer service and have a keen interest in solving (often complex) problems.
Some of your responsibilities will include:
- Providing Second Line technical support, answering support queries via phone, email, ticketing system in a timely, polite and efficient fashion & may require occasional site visits to our front offices
- Adhering to the timeframes defined within the SLAs and SLOs
- Analysing and resolving assigned Second Line support tickets regionally and globally
- You will be the escalation point for any First Line activities that require attention and stepping in for the Service Desk where necessary
- Participating in troubleshooting platform outages or performance issues
- Providing regular updates to users and the Service Desk Team Lead on progress with items, escalating issues where required
- Reviewing and updating knowledge base and product documentation
- Raising application awareness by creating promotional material, maintaining documentation and conducting training sessions
Some of your technical skills/experience:
- Experience in a platform support role and experience in supporting data platforms (within a media business is desirable)
- A reasonable understanding of data and the ETL process
- IT Service Management systems such as Service Now, JIRA etc
- Familiar with SharePoint and MS Office 365
- Relevant certifications ITIL V3 Foundation or similar
OneZeero is acting as an Employment Agency in relation to this vacancy.