Job Reference: BBBH33704
Job Duration:
Start date: ASAP
Description:
Level 2 Service Desk Engineer
An exciting opportunity has opened for an experienced 2nd line support engineer to join a dynamic and fast paced organisation. The successful candidate will be responsible for providing remote support to several customers, they will have excellent communication skills and be skilled in problem diagnoses and will have the ability to communicate technical information in a clear and understandable manner to non-technical stakeholders.
Role
Job title: Level 2 Service Desk Engineer
Location: Surrey
Hours of work: 37.5 Hours per week Monday to Friday (09.00 - 17.30)
Reporting to: Service Desk Team Leader
Main responsibilities:
* Escalation point for Level 1 engineers
* Aid in the resolution of Major incidents
* Assure regular and timely response based on customer SLAs to email and telephone assistance requests
* Build partnerships with users by regularly demonstrating expertise and professionalism, work with internal and external resources to resolveissues quickly
* Develop and document procedures/technical resolution as part of building a training library, highlighting training requirements for the team
* Monitor, update, escalate and close tickets assigned to personal queue
* Provide detailedtechnical troubleshooting notes
* Process overflow calls during periods of high demand
Requirements:
Essential:
* At least two years' experience in a similar role
* Ability to listen to a user explain a problem, determine the probable causeand logically take the user through a step-by-step problem determination procedure either in person, over the telephone or IM chat
* Experience working with ticketing systems such as ServiceNow
* Knowledge and understanding of working to defined SLAs and KPIs
* Demonstrable experience with the following technologies.
* Microsoft Windows Desktop/Server Operating Systems,Microsoft Office Suite 2013/2016, Exchange, Skype for Business, Microsoft Teams, Active Directory, Office 365, SharePoint VMWarevSphere, Microsoft Hyper-V, Citrix, SQL Server, SolarWinds, Microsoft SCCM, Intune, Azure
* Understanding of TCP/IP networking
* Understanding of ITIL workflows and practices covering Incident, Problem, Change and Request Management
* A punctual and thorough work ethic, with astute attention to detail
* Confidence to pursue necessary investigations and apply theories toensure integrity of data and systems
* Planning and self-organisation ability, demonstrating the ability to prioritise and meet required deadlines
* Excellent verbal and written communication skills with ability to communicate at all levels
* A conscientious team player with high level of self-motivation that knows when to seek guidance and escalate
* Flexible with theability to change priorities quickly and the capacity to handle multiple tasks in a fast-paced, changing environment, assistingoutside working hours on occasion
* Self-starter, able to work independently but also a strong, dependable team player
* Prepared to 'go the extra mile' in delivering service on time and to the highest standards
* Strong emphasis on delivering an excellent customer experience, while working under pressure with urgency, with an ability to communicate professionally to all levels of the business.
* Excellent interpersonal and client-facing skills
* Proven ability to thrive in a busy working environment
* Deadline orientated with the ability to multitask and problem solve
* High levels of accuracy, good numerical ability and reporting skills
* Analytical, a keen eye for detail and intuitive nature, demonstrating the ability to problem solveDesirable:
* Microsoft certifications
* Qualification in ITIL
* Understanding of ISO 27001 principles
Security Screening
It is a requirement of employment that employees pass a security screening to Baseline Personnel Security Standard.
Industry: IT
Salary: £27000 - £31000 per annum + Benefits
Salary Benefits: Benefits
Vacancy Type: Permanent
Job Skills: -
Contact Name: Jack Bannister
Website: -
Direct Application URL: -