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As a 2nd Line Service Desk Engineer, you will be an integral part of our dynamic Service Delivery Team, at the forefront of delivering the highest levels of service in face-to-face and remote IT support to our clients.
Key Responsibilities- Promptly respond to requests for technical assistance via phone, ticketing system and email
- Diagnose and resolve 2nd line assigned and escalated support tickets within target resolution times
- Diagnose and resolve NOC tickets (from the monitoring of clients’ systems) within target resolution times
- Provide face-to-face technical support by attending pre-scheduled client site visits
- Accurately classify and prioritise tickets, keeping detailed ticket notes throughout the lifecycle of a ticket
- Regularly communicate to client end-users and their IT Officers progress towards resolution ensuring they are updated throughout the lifecycle of a ticket
- Identify recurring IT issues affecting our clients where a permanent fix is required
- Documenting useable technical and instructional guides and maintaining the IT Knowledge Management system
- Provide excellent customer service and an excellent customer experience at all times
- Conduct personal queue and ticket triage to prioritise and manage your workload, escalating as and when required using internal processes
- Liaise with partners and third-party vendors to resolve customer issues
- Supporting, mentoring, training and developing the team of 1st Line Analysts
- Keep yourself updated, and share with your colleagues, the latest technological and cyber-security advancements and changes to technologies used by our clients
- Obtain Microsoft & other related technical certifications
- Superb customer service, telephone and client facing skills
- Minimum 2 years previous experience providing IT support across multiple technologies, ideally within an MSP environment
- Previous experience of attending client locations and providing direct, face-to-face support • Knowledge of and experience troubleshooting and supporting the following technologies:
o Windows Server (On-premise and Azure)
o Administration of Active Directory (On-premise and Azure), Group Policy, Office 365 and SharePoint
o Microsoft Exchange platform
o Virtualisation technologies (Windows Virtual Desktop, Hyper-V, Virtual Machine Manager, V-Sphere)
o Backups
o Cyber-security technologies and issues (Incident response, EDR, MFA, AV)
o Strong networking knowledge (TCP/IP, DNS, DHCP, Active Directory, RDS, Group Policy, LAN, WAN, Wireless, Switches, Routers)
o Windows OS, MAC OSX & Microsoft Office issues oExperience in configuring and supporting mobile devices
o The ability to configure, administer and support Windows and MAC devices (laptops, desktops etc)
- A strong understanding of security products and the cyber threat landscape
- The ability to think ahead to anticipate problems and issues, and provide solutions to them
- Excellent verbal and written communication and the ability to communicate with others to determine their needs and explain complex issues to differing skill levels
- Being able to demonstrate a passion and commitment to learning new technologies either by ongoing certifications or personal interest projects
- Excellent team player but with the capacity to be strongly self-motivated
- Ability to deal with difficult or demanding situations in a calm and professional manner
- UK driving license
