Technical Customer Support

2nd Line Technical Support Belfast (Hybrid) 18 Month Contract 30,000 Equivalent Salary

Experis recruitment have partnered with a Global Tech Giant to recruit multiple Technical 2nd Line Support Engineers in a customer-facing role.

The successful candidate will be responsible for the strategy, design, and implementation of the end-to-end customer experience for our client. This is part of an exciting journey for our client who are looking to build a new support function out of their Belfast office.

Our client sees support engineers as a frontline technical resource for their customers, you will be expected to deliver exceptional customer service whilst also taking the opportunity to up-skill yourself technically and personally.

Key Responsibilities:

• Responsible for the customer support experience.
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams.
• Identify cases that require escalation.
• Create and maintain incident management requests to product group/engineering group.
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer experience.
• Provide ramp activities, knowledge sharing, technical coaching and mentoring.
• Drive technical collaboration & engagement.
• Lead or participate in building communities with peer delivery roles.

Key Experience Required:

• Previous experience in a technical support role.
• Knowledge and demonstrated technical proficiency in SharePoint or Microsoft Teams.
• Support experience investigating complex Microsoft 365 issues relating to performance, administration, site configuration and customization.
• General understanding of Microsoft 365 administration principles.
• Knowledge of Microsoft security compliance and identity fundamentals.
• Good general networking knowledge including DNS, TCP/IP, Sub-netting.
• Experience of web standards and technologies eg. HTTP, JavaScript, CSS, XML.

Nice to Have:

• MCSE/MCSD Certifications.
• Customer handling experience on technical issues.
• Ability to work through ambiguity and independently.

Benefits:

• Annual leave.
• Pension

If you feel you are suitable for this position, please apply with an up to date CV.

People Source Consulting Ltd is acting as an Employment Business in relation to this vacancy. People Source specialise in technology recruitment across niche markets including Information Technology, Digital TV, Digital Marketing, Project and Programme Management, SAP, Digital and Consumer Electronics, Air Traffic Management, Management Consultancy, Business Intelligence, Manufacturing, Telecoms, Public Sector, Healthcare, Finance and Oil & Gas.