Role Overview

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

Key Requirements

• Superb customer service, telephone and client facing skills
• Minimum 2 years previous experience providing IT support across multiple technologies within a 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
• Must possess a UK driving license and car