2nd Line Deskside Support Engineer

Vertex IT Solutions Limited; England; On-site; GBP 28,000 - 36,000; Full time

Job summary

Vertex IT Solutions Limited is seeking a 2nd Line Deskside Technician to act as an escalation point for unresolved issues from the 1st Line Service Desk. You will diagnose and resolve application and administrative IT problems through desk-side support, ensuring business continuity and high service levels.

Role requires strong customer service, clear communication, and hands-on ITIL-based incident management with proactive status updates and collaboration with the 3rd Line team when needed.

Qualifications

• Experience in the customer-related industry.
• Multi-vendor environment on complex infrastructure advantageous.
• Demonstrable experience negotiating difficult situations to a successful conclusion.
• Desk Side environment experience and understanding of ITIL best practice.

Responsibilities

• Undertake work supporting IT Team objectives per customer processes and procedures.
• Promote the IT Team to develop team profile and wider IT function.
• Participate in internal meetings to share knowledge and best practice.
• Provide end-to-end ownership of incidents and service requests to resolve problems.

Skills

Excellent communication

Attention to detail

Organised and prioritises

Customer service

Self-starter/tactical planning

Education

ITIL Foundation

Microsoft Office/Windows 10/365

CompTIA A+

Job description

Role: 2nd Line Deskside Technician

Reports to: Delivery Services Manager

5 days on-site

Job Description:

To act as a point of escalation of any technical issues which cannot be resolved by the 1st Line Service Desk Team and provide in-depth diagnosis and technical resolution of application and administrative IT problems through desk side resolution of technical issues.

Key Responsibilities:

• Undertake work and activities which support the achievement of the IT Team objectives and in accordance to the customer's process and procedures.
• Positively promote the IT Team in order to develop the team profile and that of the wider IT function.
• Participate in internal meetings, as required, in order to share and develop knowledge and best practice.
• Provide 'end to end' ownership of all incidents and service requests in order to ensure that problems are resolved effectively.
• Be proactive and ensure that regular status updates are provided to open tickets.
• Build and maintain strong and effective relationships with business users to ensure that service delivery meets their expectations.
• Ensure that high standards of service are maintained and improved upon to ensure continuous improvement.
• Investigate and resolve common desktop issues in order to ensure business continuity.
• Thoroughly investigate issues in order to accurately assess what further action is required and whether the issue needs to be escalated to the 3rd Line Team.
• Support others in the team in the achievement of their objectives.

Key Skills:

• Excellent communication skills (written and verbal)
• Keen attention to detail.
• Organised and able to prioritise workloads and workflows.
• Approachable and demonstrate outstanding customer service skills.
• Self-starter who can help to formulate tactical plans to achieve department strategy.

Experience:

• Experience within the customers related industry,
• Previous experience of working within a multi-vendor environment on complex infrastructure advantageous.
• Demonstrable experience negotiating difficult situations to a successful conclusion.
• Previously worked within a Desk Side environment and understand ITIL best practice.

Qualifications:

• ITIL Foundation
• Microsoft Office/Windows 10/365
• Comptia A+