2nd Line Support Engineer

1 week ago

London, Greater London, United Kingdom Cloud Decisions Full time £38,000 - £42,000 per year

Level 2 Service Desk Engineer

Central London – Onsite

£38,000 - £42,000 + Paid certifications + Excellent Benefits package

Are you looking to join a fast-paced environment where learning + development is prioritised with lucrative incentives on offer?

I'm on the lookout for a dynamic individual to join an established onsite team as a 2nd Line Service Desk Engineer to provide technical software, hardware, and network problem resolution onsite to a prestigious list of clients.

You will be tasked with performing problem diagnosis and guiding users through step-by-step solutions in a desktop support-based environment. You'll also provide technical solutions in a user-friendly, professional manner, facilitating one-to-one end user training as required and ensure site technical documentation is maintained.

Main Responsibilities:

You will enable the smooth running of client's systems and network infrastructure.

Activities may include:

  • Log, and Investigate customer tickets, where possible applying a permanent fix or an agreed workaround to restore service.
  • Provide Level 2 Server, Network, and Desktop Technical Support, diagnosing customer issues, and providing a high level of first-time fix.
  • End to end ownership of a customer ticket, identifying the underlying cause and managing the implementation of a permanent solution or escalating to a Senior Engineer as necessary.
  • Managing and working to internal and customer SLA's, escalating any concerns.
  • Action Hardware and software installations.
  • Create and maintain customer specific infrastructure documentation within the IT Glue Knowledge System.
  • Work closely with the Senior Engineer, sharing information to enable the resolution of issues confidently and effectively.
  • Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge in line with business needs.
  • Ensure all time is captured within accurate time entries within the Connectwise Manage PSA tool

Qualifications & Experience:

Ability to configure, troubleshoot issues using:

  • Windows Server Platforms.
  • Microsoft Exchange Online + Server experience.
  • Office 365 experience (SharePoint, Teams, Onedrive etc).
  • PC/Server Hardware experience – ability to diagnose and upgrade, both hardware and firmware on PC's – understanding of Raid configurations, iLO, on servers.
  • AD + AAD – configure new users, new OU's, configure sites and services, resolve.
  • DNS – running through the Active Directory based DNS structure to ensure domain entries exist for Domain Controllers, Services and devices. Troubleshooting name resolution issues on endpoints using standard tools.
  • VMWare – ESXi and Vcenter, Site Recovery Manager, NSX

Are you ready to take your career to the next level? Submit your CV below and and let's have a confidential conversation.

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