2nd Line Desktop and Applications Engineer – Leeds – Major Global Player in the software industry

January 10, 2019
Leeds, United Kingdom
Job Type
£20-25k plus benefits


2nd Line Desktop and Applications Engineer

This major global organisation HQ in Leeds are looking for a desktop support engineer that would enjoy taking the leap towards 3rd line. Lots of benefits are included in the role; free parking, decent holiday quota, flexi, overtime bonus and much more.

Working within the Desktop and Applications Support team as part of a combined technically skilled support team to provide technical assistance to internal and external clients:

o Support customers and assist with the support of internal applications and infrastructure
o Managing incidents, tasks and feature requests using our service desk application
o Problem determination, workaround resolution, root cause analysis, major incident management
o Establish and maintain productive relationships with and between key stakeholders and colleagues
o Providing a high level of service to our customers and adhering to our strict SLAs for response and resolution times

Responding to support incidents on the phone, through email, within the product support website and through the internal ticket system.

Operate within published procedures for Incident, Request, Problem and Change Management, ensuring agreed business and client SLAs are met.

Manage the logging of support issues following business procedures to capture issue, assign the priority level and close tickets with clear details on cause and solution for the issues.

Escalates incidents and requests to internal and external 3rd line teams as appropriate within the agreed procedure.

Transition and articulate critical system and application issues to Team Leader.

Provide excellent customer service at all times through an understanding of each customer’s needs, focusing on a swift (and where possible) first time resolution to the customer

Provide troubleshooting and debugging of client problems.

Proactively builds and manages internal and external customer relationships based on trust and respect

Document how to articles and knowledge bases to support customers in finding the resolution online before needing to contact the Desktop and Application Support Team.

Tech ability

Excellent analytical and problem solving skills

Good level of knowledge in querying MS SQL Server database

Ability to work both independently and as part of a team


Ability to create and maintain knowledgebase articles to the highest quality and accuracy

Excellent customer service and strong communication skills through being able to articulate technical matters at the right level to all parties involved at the time.

Experience of communication with both external and internal clients

Ability to interact and participate with other technology functions such as Database, Infrastructure, Development and Test teams


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