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Superb opportunity for an experienced IT Infrastructure Engineer who has experience at a 2nd line level and who is comfortable supporting external customers.
This role will be based on a hybrid working arrangement, the office is based near to Southampton / Fareham. You will ideally be happy being in the office c3 days per week.
ROLE OVERVIEW
To be a point of escalation from the service desk which provides support to external customer end-users who need assistance. This could involve fixing a technical fault, answering a query, fulfilling a service request anything that is needed to allow the user to return to work satisfactorily. You will also assist with user rights, passwords, user accounts and security administration.
You will be committed to delivering excellent customer service. Your strong communication skills will help you to diagnose the users issue and to explain technical issues in such a way that non-experts can understand. Most of your work will take place over the phone, by email and through fault finding programmes that enable you to diagnose and fix customer problems remotely.
DUTIES & RESPONSIBILITIES:
To act as an escalation point for L1 Service Desk Analysts
Support with the administration and scheduling of cases raised to the L2 queue for nominated customers
To categorise and prioritise customer incidents and requests
To resolve incidents and requests effectively, or to escalate to technical teams for resolution where required
To liaise with third-party suppliers engaged to deliver services to customers
To accurately manage assigned incidents and requests, maintain call notes and keep customers informed
To identify opportunities to offer new services to customers and to raise these with management quickly and effectively
Taking personal ownership of task completion and delivering to required timescales
Occasionally, you may need to visit Customer sites for troubleshooting or simple installations as required
EXPERIENCE, SKILLS & KNOWLEDGE
Proficient in M365, SharePoint, Microsoft Azure, Active Directory
OS and Application Deployment MDT/WDS/SCCM/Microsoft Intune/Microsoft MDM
Network (Firewall, DNS, DHCP, VPN, etc)
Proficient with Remote Management Tools such as Datto RMM / Kaseya 3635 / N-Able etc.
Technical Certifications would be desirable:
MS-101 Microsoft Identity and Access
MS-203: Microsoft 365 Messaging
Microsoft 365 Certified: Modern Desktop Administrator Associate
MD-101: Managing Modern Desktops
Az-900 Azure Fundamentals
Az-104 Azure Associate
ITIL Foundation
User Support
Competitive salary with details available on application with a comprehensive benefits package including 25 days plus bank holidays, perks at work, employee assistance programme, training & development, flexible working, 37.5 hour week.
