1st/2nd Line Service Desk Engineer

2 weeks ago


Bromley, United Kingdom Vertex IT Solutions Full time

Responsibilities:


Completing technical support tasks and activities in an MSP 2 nd Line Support capacity with some 1 st Line support, solving IT issues remotely, via phone and using remote support tools.

Problem solving and closing support calls on Cloud based and on-premise systems, and helping customers with issues they raise or have with their laptops, PCs, and MACs.

Able to triage, troubleshoot (and solve where possible) issues with Servers, firewalls, WIFI and network equipment, escalating issues where necessary once initial triage has been completed
Building and configuration of Laptops, MACs and PCs to required and standardised setups and procedures

Answering telephone calls from customers promptly with excellent customer Service skills in a positive, can-do, customer focused manner at all times.

Recording, managing and closing support calls to ensure quick valid response and resolution, and prevent non-compliance to Service Level Agreements (SLAs) in line with ITIL defined processes
Visiting Customer sites, for regular visits, ad-hoc requests, proactive visits, desk-side support or projects, as required.

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