2nd Line Support Engineer

Established in 2000, Modern Networks provides information and communications technology solutions and support to businesses nationwide. We take time to understand and anticipate the challenges facing our customers today. We partner with technology vendors including HP, Cisco, NetApp, Microsoft, and VMWare to deliver market leading technology solutions which enable organisations to increase their business efficiency, improve customer service and reduce business costs.

What you'll be doing

Reporting to the 2nd Line Team Manager, you form part of a growing team that works closely with customers to ensure their ICT Infrastructure operates at the optimum capacity and with minimum disruption to service.

This particular role will have a networking / network trouble shooting focus so knowledge of firewalls, switches and routers is essential.

• Prioritise and manage workload effectivity, ensuring customer satisfaction and meeting Service Level Agreements.
• To meet individual and team KPI’s for work completion.
• Provide a technical escalation point for 1st line team members and ensure technical escalations to 3rd Line are informative and precise.
• To ensure adherence to customer escalation procedures. Respond to escalated, complex and high impact issues within SLA.
• Assist in ensuring due diligence is given to security and backup procedures associated hardware/software, data, and Information systems.
• Create knowledge articles for peer use and knowledge transfer between Service Desk levels.
• Identify inefficiencies and recommend improvements, to support continuous service improvement standards within the department and assist with implementation to improve the customer experience.

What you’ll get from us

• Progression - We like to promote from within, so whether you want to be a manager or an Account Director, we'll help you get there. We've doubled our head count in the last 18 months so can offer you the chance to put the accelerator down on your career.
• Knowledgeable, high-achieving, experienced and fun colleagues.
• A career with room for your personal life in a work environment where everyone knows the value of a healthy work-life-balance.
• Commitment to Diversity and Inclusion - we hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes us stronger.