2nd Line Desktop Support
4 weeks ago
Desktop Support Engineer L2
Responsible to
Servicedesk Manager
Principal contacts
(a) Internal: staff, managers and Directors
(b) External: clients, external technical support
Job purpose
To provide a full range of technical advice, support and practical assistance to IT Support 365 Ltd clients.
Principal duties and responsibilities
- Deal with general client enquiries and to provide second line helpdesk support including:
- Set up new user accounts and profiles
- Application issues; Microsoft Desktop, Server, Microsoft 365 & AzureAD
- Workstation operating systems; Microsoft Windows, 7, 10, 11
- Workstation hardware
- Network issues; connectivity, Switches, Cabling and diagnostics
- Internet issues; connectivity, routers and firewalls
- Server administration, DHCP, DNS, Group Policies and Office 365 integration
- Site Audits
- Project management
- Log calls and create tickets on the ConnectWise system keeping up-to-date client records;
- Maintain a high degree of customer service for all support queries and adhere to all Company procedures;
Second Line Support Engineer
Principal duties and responsibilities (Continued)
- Interact with customers, staff and external third parties, quickly gaining the respect of others, both colleagues and customers at all levels;
- Take ownership of user problems and be proactive when dealing with issues, keeping clients updated and providing feedback on progress of logged issues;
- Escalate more complex calls to an appropriate manager/Director for resolution;
- Maintain a log of any software or hardware problems detected;
- Inventory, hardware and software asset management;
- Perform testing and to support all aspects of testing and acceptance for given projects;
- Evaluate user needs and system functionality, ensuring that IT facilities meet these needs;
- Assist with updates and renewals for software maintenance;
- Support clients in the use of computer equipment by providing training when necessary;
- Develop and implement technical processes as required;
- Ensure the security of systems and data from internal and external attack;
- Manage crisis situations, which may involve complex technical hardware or software problems;
- Attend necessary training courses in order to build competence in providing technical assistance and support to customers;
- Arrange for external technical support where problems cannot be resolved;
- When applicable provide out of hours technical service support; Carry out any other duties that are within the employee's skills and abilities whenever reasonably instructed.
**Job Types**: Full-time, Permanent
**Salary**: £30,000.00-£36,000.00 per year
Schedule:
- Monday to Friday
Ability to commute/relocate:
- St Helens: reliably commute or plan to relocate before starting work (required)
Licence/Certification:
- MCP (preferred)
- CCNA (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: One location
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