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2nd line Support Engineer
4 months ago
2nd line Support Engineer
Focus Group Recruitment is seeking a talented Level 2 Service Desk Engineer for our client, a reputable IT service provider. The successful candidate will provide onsite technical support for software, hardware, and network problems, ensuring smooth operations and maximum benefits for the client. This role requires a professional who can diagnose and resolve issues, maintain technical documentation, and offer end-user training as needed.
Position Overview:
As a Level 2 Service Desk Engineer, you will support the Client Management team and assist with various client-facing and internal administration tasks. This includes logging and investigating customer tickets, providing technical support, and ensuring that the client's network and systems run smoothly.
Key Responsibilities:
- Log and investigate customer tickets, providing permanent fixes or workarounds to restore service.
- Offer Level 2 server, network, and desktop technical support, aiming for a high level of first-time fixes.
- Take end-to-end ownership of customer tickets, identifying underlying causes and implementing permanent solutions, escalating to a Senior Engineer when necessary.
- Manage and adhere to internal and customer SLA's, communicating any concerns.
- Manage client expectations through clear and effective communication.
- Collaborate closely with customers to maintain and support their infrastructure and tickets.
- Perform hardware and software installations.
- Create and maintain customer-specific infrastructure documentation within the IT Glue Knowledge System.
- Share information with the Senior Engineer to resolve issues confidently and effectively.
- Maintain up-to-date industry and technical knowledge in line with business needs.
- Ensure accurate time entries within the Connectwise Manage PSA tool and submit timesheets weekly.
- Occasionally visit the Data Centre in Milton Keynes during emergencies.
- Undertake any other reasonable requests.
Qualifications & Experience:
- Extensive experience as an IT engineer supporting customers.
- Proven experience in a customer-facing role.
- Familiarity with working to SLA's to meet customer and contract requirements.
- Experience working as part of a wider service delivery function.
- Experience supporting multi-site clients (including multi-country).
- Intermediate level knowledge and application in:
- MS Windows Server Technologies
- Exchange/Hybrid Technologies
- Active Directory management and administration
- Office 365 management and administration
- Excellent verbal and written communication skills for both technical and non-technical audiences.
- High standard of customer-focused personalized support.
- Ability to follow processes and procedures strictly.
- Creative, analytical problem-solving skills with innovative thinking.
- Methodical approach to client requirements resolution.
- Ability to manage changing workloads and priorities.
- Ability to work both within a team and independently.
Technical Skills Required:
- Configuration and troubleshooting of:
- All MS Windows Server Platforms
- All MS Exchange Technologies
- All O365 Technologies
- PC/Server hardware diagnostics and upgrades, including understanding RAID configurations and iLO on servers.
- AD configuration for new users, new OU's, sites and services, and issue resolution.
- DNS troubleshooting within Active Directory-based structures.
- Basic understanding and troubleshooting of Group Policies.
Apply Today:
If you are a dedicated IT professional with a passion for customer service and technical excellence, we invite you to apply for this exciting opportunity and take the next step in your career as a Level 2 Service Desk Engineer.
Location: Leighton Buzzard
Salary: - £35,000 + Excellent Benefits
