2nd Line Service Desk Engineer

Location: Brigg, North Lincolnshire
Salary: £25,000 pa
Reference: AW / 2NDLINE
Type: Permanent
Sector: IT, IT & Digital
Deadline: 17/08/2021

The company

Brewster Partners are working with a leading Management Service Provider for a 2nd Line Service Desk Engineer, to support 3 of their clients. This role requires an experienced engineer who can work client based, with the support from the MSP when required.

The job

A good technical knowledge is essential to provide an escalation point to 1st Line and ensure incidents and problems are dealt with quickly and efficiently. 

A desire to provide exceptional customer service at all times is a must along with an understanding of the commercial goals of the business as a whole. Cloud hosted O365 skills and experience are a must for this role.

The person

  • Provide 2nd Line service desk support for incidents related to hardware, software, network connectivity and application services to a wide variety of external customers.
  • Manage and own incident tickets via Autotask ticket management system, providing customer updates to agreed timeframes.
  • Triage and resolve incidents to stringent customer defined SLA’s.
  • Drive service improvement within the service desk to improve first time fix resolution times.
  • Communicate clearly, effectively and in a timely manner with all customers.
  • Create and maintain accurate documentation within the centralised management database.
  • Provide any on-site support to resolve customer service outages as required to meet SLA’s.
  • Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience and mentoring of 1st line support.

The benefits

  • Minimum Level 3 IT qualification and 2 years’ experience in a 1st or 2nd Line role within a service desk environment.
  • Good knowledge of Windows Server, Virtual environments (VMWare), SQL Server, MS Windows, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus.
  • Cloud hosted O365 skills required.
  • MS Exchange and Outlook management skills required.
  • Knowledge of data backups and schedules including VEAAM and Cloud hosted services.
  • Demonstrated PC hardware/software trouble-shooting skills.
  • Excellent team player with proven mentoring capabilities.
  • Excellent communication and interpersonal skills; professional telephone demeanour.
  • Strong customer service skills and attention to detail.
  • ITIL knowledge preferred or certification would be desirable.
  • Patience, ability to work under pressure and good organisational skills
  • The ability and desire to develop the role and make it your own
  • Committed to achieve the companies vision.

Contact

Amy Wood
Candidate Manager
Brewster Partners Recruitment Group

Applications

To apply for this job, please send your CV to the email above or to info@brewsterpartners.co.uk quoting "Vacancy: 2nd Line Service Desk Engineer, Reference: AW / 2NDLINE". Thank you for your interest.

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