2nd Line Service Desk Engineer

2nd Line Service Desk Engineer - Perm - Epsom

Salary £35,000 - £40,000 p/a

Fully on site in Epsom

My client is looking for a 2nd Line Service Desk Engineer to join there growing IT Service Desk team. Reporting to the Service Desk Manager you will provide IT support to end users. As well as proving first response and analysis on incidents and follow through to resolution.

2nd Line Service Desk Engineer Responsibilities:

• Handle incoming requests and changes to the Service Desk via telephone, e-mail, and ticketing system to ensure courteous, timely and effective resolution of end user issues within SLAs
• Act as SMEs on fields of expertise, and / or escalate to 3rd line, supervisor, or team leader and service desk manager, as required.
• Administer and maintain, the corporate estate, (workstations, servers, BYOD, MDM, O365, SaaS & on prem Applications, Azure, etc)
• Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications.
• Participate in security related exercises, such as patching, security audits and the remediating actions that derive from these as and when required.
• Understand the operation of Spam Filtering, Web Security and Antivirus • Leverage provided RMM tool(s) for monitoring, administration, and remote support.
• Work as part of a closely knit team of Service Delivery and collaborate effectively on a daily basis with the other IT teams.

2nd Line Service Desk Engineer Key Skills Required:

• Minimum 3 years previous experience in a similar role as a 2nd Line Support in an SLA, CSAT, ITIL driven environment
• Experience with desktop and server operating systems, O365, SaaS, MDM, and other tools of the trade
• Working understanding of Active Directory, Exchange, and Microsoft 365, GPO, basic networking, Virtualisation (VMware preferably) 
• Knowledge of computing hardware, including PCs, Servers, mobile devices, and laptops
• Out of the box troubleshooting, ability to combine information while understanding the larger scale situation, and skills to communicate with non-technical resources of every level

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. 

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