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1st Line

4 months ago

Leighton Buzzard Bedfordshire, United Kingdom Focus Group Recruitment Full time €35,000

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.
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.
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.
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.
Occasionally visit the Data Centre in Milton Keynes during emergencies.
Extensive experience as an IT engineer supporting customers.
Familiarity with working to SLA's to meet customer and contract requirements.
MS Windows Server Technologies
Exchange/Hybrid Technologies
Office 365 management and administration
Creative, analytical problem-solving skills with innovative thinking.
Configuration and troubleshooting of:
All MS Windows Server Platforms
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.
Basic understanding and troubleshooting of Group Policies.
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.