Service Desk Engineer Level-II

5 months ago

London, United Kingdom Westbourne IT Global Services Full time

Job Summary:

The Service Desk Engineer Level 2 is responsible for providing advanced technical support to our clients and internal teams. This role requires a strong understanding of IT infrastructure and cyber security principles. The ideal candidate will be proficient in troubleshooting complex technical issues, managing support tickets, and ensuring a high level of customer satisfaction.

Key Responsibilities:

Technical Support:

Provide Level 2 support for IT-related incidents and service requests.

Troubleshoot and resolve complex hardware, software, and network issues.

Escalate unresolved issues to Level 3 support or other relevant teams.

Cyber Security:

Monitor and respond to security incidents and alerts.

Assist in the implementation and maintenance of security solutions.

Conduct vulnerability assessments and remediation.

Client Interaction:

Communicate effectively with clients to understand their technical issues and requirements.

Provide timely updates and ensure clients are informed about the status of their requests.

Deliver excellent customer service and maintain high client satisfaction.

Documentation and Reporting:

Document all support activities and maintain accurate records in the ticketing system.

Prepare regular reports on support activities, incident trends, and client feedback.

Update technical documentation and knowledge base articles.

Team Collaboration:

Work closely with Level 1 support to ensure smooth escalation and resolution of issues.

Collaborate with the cyber security team to address security-related concerns.

Participate in team meetings and contribute to 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.

Experience working in a cyber security environment is highly desirable.

Technical Skills:

Proficiency in Windows and operating systems.

Strong knowledge of networking protocols and technologies (TCP/IP, DNS, VPN, etc.).

Experience with security tools and technologies (firewalls, IDS/IPS, antivirus, etc.).

Familiarity with cloud platforms (AWS, Azure, Google Cloud) is a plus.

Key Competencies:

Problem-Solving:

Strong analytical and troubleshooting skills.

Ability to handle multiple issues simultaneously and prioritize effectively.

Communication:

Excellent verbal and written communication skills.

Ability to explain technical concepts to non-technical users.

Customer Focus:

Commitment to delivering high-quality service and support.

Empathy and patience in dealing with clients’ technical issues.

Team Player:

Collaborative mindset and ability to work well within a team.

Willingness to share knowledge and assist colleagues.

What We Offer:

Competitive salary and benefits package.

Opportunities for professional growth and development.

A dynamic and inclusive work environment.

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