IT Support Specialist

1 month ago


Epsom, Surrey, United Kingdom Proactive Appointments Limited Full time

2nd Line Service Desk Engineer – Perm – Epsom

Proactive Appointments Limited is seeking a skilled 2nd Line Service Desk Engineer to join their growing IT Service Desk team. Reporting to the Service Desk Manager, you will provide IT support to end users, as well as provide first response and analysis on incidents and follow through to resolution.

Key Responsibilities:

  • Handle incoming requests and changes to the Service Desk via telephone, e-mail, and ticketing system to ensure courteous, timely and effective resolution of end user issues within SLAs.
  • Act as SMEs on fields of expertise, and/or escalate to 3rd line, supervisor, team leader, or service desk manager, as required.
  • Administer and maintain the corporate estate (workstations, servers, BYOD, MDM, O365, SaaS & on-prem Applications, Azure, etc).
  • Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications.
  • Understand the operation of Spam Filtering, Web Security, and Antivirus.
  • Leverage provided RMM tool(s) for monitoring, administration, and remote support.
  • Work as part of a closely knit team of Service Delivery and collaborate effectively on a daily basis with the other IT teams.

Requirements:

  • Minimum 3 years previous experience in a similar role as a 2nd Line Support in an SLA, CSAT, ITIL driven environment.
  • Experience with desktop and server operating systems, O365, SaaS, MDM, and other tools of the trade.
  • Working understanding of Active Directory, Exchange, Microsoft 365, GPO, basic networking, and Virtualisation (VMware preferably).
  • Knowledge of computing hardware, including PCs, Servers, mobile devices, and laptops.


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