Providing 2nd Line support to multiple managed service customers, both large and small. This included supporting both standard systems and services, but also having to adapt to the specific infrastructure of each customer. A strong emphasis on working with other teams both internally and externally to ensure that issues are resolved and any tasks or changes are completed successfully. Effective management of ticket queues, prioritisation of tickets and the updating of an internal knowledgebase… Show more Providing 2nd Line support to multiple managed service customers, both large and small. This included supporting both standard systems and services, but also having to adapt to the specific infrastructure of each customer. A strong emphasis on working with other teams both internally and externally to ensure that issues are resolved and any tasks or changes are completed successfully. Effective management of ticket queues, prioritisation of tickets and the updating of an internal knowledgebase (SharePoint) also required. Show less

Working as part of a new 1st Line team to provide support to a single customer. Supporting multiple sites/offices remotely and building up a good relationship with the customer to offer the best service possible. Required training and knowledge of bespoke applications. Effective management of ticket queues required with strict SLAs.

Attend customer sites to diagnose and replace faulty hardware.

Initial call-logging and troubleshooting customer incidents. Dealing with vendors and other support teams to ensure that issues are resolved quickly and efficiently.