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2nd Line Helpdesk Engineer

2 months ago

East Sussex, United Kingdom Ingenio Technologies Full time
Job Description


A 2nd Line Engineer plays a crucial role in addressing service requests efficiently and professionally. This role presents an excellent chance for a driven individual seeking career advancement in a fast-paced setting. Within our rapidly expanding, multifaceted technology enterprise, the prospects for professional growth are exceptional. We place equal emphasis on interpersonal skills as we do on technical expertise. Therefore, we seek individuals who are not only technically proficient but also excel in communicating effectively with clients, simplifying complex technical concepts into easily understandable language.


Join our team and become part of a thriving organisation that has experienced consistent growth year after year. Established in 2005, we've built a remarkable culture that is both supportive and friendly, ensuring you're always in good company. Our team is characterised by a 'can-do' attitude, where hard work is the norm and successes are celebrated collectively.


At the heart of our operations are our core values, with a strong emphasis on learning and training. This commitment to continuous development ensures that we not only meet but exceed the expectations of our great clients. Working with us, you'll find that our clients are a joy to interact with, further enhancing our dynamic and rewarding work environment. Join us and be part of a journey where professional growth and a positive workplace culture go hand in hand.


Benefits


We offer a comprehensive benefits package that includes:


25 Days' holiday + bank holidays

Exam training scheme with a completion bonus upon successful completion

One day of homeworking per week

Private cashback health scheme available

Access to a pool vehicle for work-related activities

Secretlabs chairs in the office

Electric Standing desks

Bean-to-cup coffee machine and complimentary soft drinks

Free, ample on-site car parking.

10 minutes' walk to train and bus stop

Six subsidised EV charging points

Summer and winter parties

Regular, scheduled one-to-ones and an annual review

Mileage allowance


Core Functions


Provide primary assistance and troubleshooting via telephone and remote support for technical issues including Microsoft Operating Systems, Microsoft 365 Applications, Internet and Network Connectivity, and various Business Applications.

Manage allocated tickets by updating details, logging time, and escalating when required.

Adhere to, revise, and create documentation for technical issues.

Address notifications generated by our remote management and monitoring systems.

Collaborate with the technical team to efficiently handle tickets and find solutions.


Roles and Responsibilities:


Identify, resolve, test, repair, and service hardware, networks, and VoIP telephones.

Maintain an updated library of documentation for client applications and unique infrastructure, accessible to service desk teams.

Proficient in diagnosing and solving technical issues, and proposing sustainable solutions.

Ensure punctuality for all scheduled appointments.

Handle incoming and outgoing calls for customer support and coordinate with third-party suppliers as necessary.

Comply with organisational procedures and protocols.

Cultivate positive client relationships.

Participate in one-to-one meetings to receive constructive feedback for personal development.

Support in project execution, delivery, and managing workload.


Fundamental Requirements (Essential):


Minimum of 2 years IT experience in a similar role

Effective time management, meticulous attention to detail, articulate communication, and strong interpersonal skills in customer service.

Self-driven with the capability to operate both individually and as part of a team.

Familiarity with Windows operating systems and Microsoft 365.

Proficient in English, with the ability to simplify technical terminology for general understanding.

A reliable individual who is open to seeking assistance when necessary.

Confident in making decisions and exhibiting sound judgement.


Note to recruiters: we will not respond to recruitment agencies enquiring or trying to fill this post.


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