IT Service Desk Engineer

2 months ago

Epsom, Surrey, United Kingdom Integral Recruitment Ltd Full time
About the Role

We are seeking a highly skilled 2nd Line Engineer to join our busy team at Integral Recruitment Ltd. As a 2nd Line Engineer, you will play a key role in providing first response and analysis on incidents and follow through to resolution.

Key Responsibilities
  • Incident Management: Handle incoming requests and changes to the Service Desk to ensure courteous, timely and effective resolution of end user issues within SLAs.
  • Technical Expertise: Act as SMEs on fields of expertise, and / or escalate to 3rd line, supervisor, or team leader and service desk manager.
  • Prioritization: Prioritize incidents, service requests and problems and be flexible and able to adjust based on the uniqueness of each one.
  • Infrastructure Management: Administer and maintain the corporate estate, including workstations, servers, BYOD, MDM, O365, virtualisation & on prem applications, Azure, etc.
  • Hands-on Support: Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications.
  • Security and Compliance: Participate in security related exercises, such as patching, security audits and the remediating actions that derive from these as and when required.
  • Technical Knowledge: Understand the operation of Spam Filtering, Web Security and Antivirus.
  • Remote Monitoring: Leverage provided RMM tool(s) for monitoring, administration, and remote support.
  • Joiners / Movers / Leavers: Administer and maintain the joiners / movers / leavers process in a timely and secure way.
  • Hardware Management: Build and distribute corporate hardware while maintaining inventory and asset registers.
  • Team Collaboration: Work as part of a closely knit team of Service Delivery and collaborate effectively on a daily basis with the other IT teams.
Requirements
  • Experience: Previous experience in 2nd Line Support in an SLA, CSAT, ITIL driven environment.
  • Passion for Service Desk Support: A passion for providing a high level of service desk support to internal users.
  • Technical Skills: Experience with desktop and server operating systems, 365, Active Directory (including Azure AD / Entra ID).
  • Virtualisation Knowledge: Good knowledge of virtualisation technologies including VDI (Horizon VMware or similar).
  • Troubleshooting Skills: Out of the box troubleshooting skills with ability to combine information while understanding the larger scale situation, and skills to communicate with non-technical resources of every level.

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