2nd Line Helpdesk Technician
2 days ago
Position: 2nd Line Helpdesk Technician
Duration: Permanent
Location: Borehamwood
Salary :30-33k DOE
Start Date: ASAP
**Job Description**:
This is the perfect opportunity for a talented individual to join a fast-growing Managed Services Provider, working on the latest technologies.
Role summary:
You will be responsible for providing technical support for our, Managed Service customers with the aim of fixing all incidents or escalating to the Senior Engineering team if required. You will also be required to perform a variety of proactive tasks whichwill help maximise customer's up-time, perform root-cause analysis and prevent reoccurring issues. This may include resolving more complex monitoring alerts, deploying the latest security updates, system maintenance and upgrading customer systems.
Key responsibilities:
Take ownership of incidents and manage them in a logical and methodical manner, taking responsibility for the end-to-end management of incidents in your queue and proactively keeping the customer informed of progress
Accurately log incidents by categorising and prioritising them in line with service operations procedures
Conduct full and thorough diagnostics with end-users to enable first point of contact fault resolution
Monitor the status and progress using the provided incident logging system for assigned incidents and workflow tasks
We are looking for someone who:
Has a natural aptitude for troubleshooting and problem-solving
Embraces continual change and process improvement
Plans and manages own workflow daily, to ensure the achievement of KPIs
Demonstrates a passion for customers and delivering service excellence
Proactively keeps up to date with technologies supported by us, including:
Office 365
- Enterprise Mobility & Security including Intune and Azure AD
- Azure
- Active Directory
Wireless Networking
What you can expect from us in return:
We think it's important to look after our employees. In addition to a competitive salary, supportive teams and a real chance to progress your career, we offer a range of benefits which include:
Holiday: 22 days; holiday rising to 25 days with length of service
Birthdays: A free days holiday on your birthday (or nearest Friday/Monday)
Training: A tailored training plan including official vendor certifications
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