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Service Desk Engineer Level II

2 months ago

London, Greater London, United Kingdom Westbourne IT Global Services Full time

Job Summary:

The Service Desk Engineer Level 2 is a key member of our technical support team, responsible for delivering exceptional service to our clients and internal teams. With a strong foundation in IT infrastructure and cyber security principles, this role requires a high level of technical expertise and excellent communication skills.

Key Responsibilities:

  • Technical Support: Provide advanced technical support for IT-related incidents and service requests, troubleshooting and resolving complex hardware, software, and network issues.
  • Cyber Security: Monitor and respond to security incidents and alerts, assist in the implementation and maintenance of security solutions, and conduct vulnerability assessments and remediation.
  • Client Interaction: Communicate effectively with clients to understand their technical issues and requirements, provide timely updates, and deliver excellent customer service.
  • Documentation and Reporting: Document all support activities, maintain accurate records in the ticketing system, and prepare regular reports on support activities and client feedback.
  • Team Collaboration: Work closely with Level 1 support to ensure smooth escalation and resolution of issues, collaborate with the cyber security team, and participate in team meetings and continuous improvement initiatives.

Required Qualifications:

  • Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Experience: Minimum of 3-5 years of experience in a technical support or service desk role, with experience working in a cyber security environment highly desirable.
  • Technical Skills: Proficiency in Windows and operating systems, strong knowledge of networking protocols and technologies, experience with security tools and technologies, and familiarity with cloud platforms.

What We Offer:

  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and inclusive work environment.