2nd Line Service Desk Engineer

7 days ago


Bradford, Bradford, United Kingdom Interface Recruitment UK Full time

Service Desk Engineer Job Description:

We are seeking a skilled Service Desk Engineer to join our team at Interface Recruitment UK. As a Service Desk Engineer, you will be responsible for handling first, second, and third-level support of service requests, relating to all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software.

Key Responsibilities:

  1. Technical Support: Provide IT support relating to technical issues involving Microsoft's core business applications and operating systems.
  2. Disaster Recovery: Support disaster recovery solutions.
  3. Network Support: Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  4. Remote Access: Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
  5. Alert Monitoring: Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
  6. System Documentation: Maintain and review system documentation in ConnectWise.
  7. Customer Communication: Communicate with customers as required, keeping them informed of incident progress, notifying them of impending changes or agreed outages.

Additional Responsibilities:

  1. Customer Service: Improve customer service, perception, and satisfaction.
  2. Request Turnaround: Fast turnaround of customer requests.
  3. Team Collaboration: Ability to work in a team and communicate effectively.
  4. Request Routing: Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
  5. Escalation: Escalate service requests that require engineer-level support.
  6. Time and Expenses: Responsible for entering time and expenses in ConnectWise as it occurs.
  7. Process Understanding: Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
  8. Service Ticket Entry: Enter all work as service tickets into ConnectWise.

Requirements:

  1. Operating Systems: Advanced understanding of operating systems, business applications, printing systems, and network systems.
  2. Interpersonal Skills: Interpersonal skills, such as telephony skills, communication skills, active listening, and customer care.
  3. Diagnosis Skills: Diagnosis skills of technical issues.
  4. Adaptability: Ability to multi-task and adapt to changes quickly.
  5. Technical Awareness: Technical awareness: ability to match resources to technical issues appropriately.
  6. Service Awareness: Service awareness of all organization's key IT services for which support is being provided.
  7. Support Tools: Understanding of support tools, techniques, and how technology is used to provide IT services.


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