2nd Line IT Service Desk Engineer

GET STAFFED ONLINE RECRUITMENT LIMITED; England; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading technology service provider is seeking two 2nd Line IT Service Desk Engineers to join their esteemed team in Whiteley, UK. The role primarily involves handling customer inquiries through various communication channels, ensuring efficient service delivery and incident resolution. Candidates should have experience with ITIL service desks, along with knowledge of essential tools like Active Directory and Office 365. A supportive management team and a variety of training opportunities are provided, alongside a competitive salary and generous benefits.

Benefits

Competitive salary

Training opportunities with a clear structure

Progressive working environment

25 days holiday plus bank holidays

Birthday off

Flexi health plan cover

IT purchasing scheme

Company pension

Active Social Committee

Breakout room with free breakfast and pool table

Qualifications

• Experience with how an ITIL service desk runs.
• Experience with Active Directory configuration and administration.
• Understanding of Group Policy, DNS, general networking skills.
• Good understanding of Office 365 and Microsoft Azure.
• Familiarity with Microsoft Intune.

Responsibilities

• To provide excellent customer care and support through efficient and organised ticket management.
• Providing first response fixes to customers via the phone, live chat or email.
• Providing resolution to incidents, requests, and appropriately escalating all others.
• Ticket triage – assessing ticket priorities and escalating when required.
• Liaising with third parties and customers regarding incident resolution and requests.
• Handling customer requests and escalate according to company procedures.
• Manage work queues and prioritise events, ensuring compliance with SLAs.
• Assist the Service Desk Team Leader in delivering excellent customer service.

Skills

Excellent communication skills

Organisational skills

Results driven

Team player

Self-motivated

Ability to be resilient

Tools

Active Directory

Office 365

Microsoft Azure

Microsoft Intune

Job description

Our client is recruiting for two 2nd Line IT Service Desk Engineers to join their knowledgeable team, headed up by an experienced Team Leader. As one of their Engineers, you will support a wide range of customers via the telephone, live chat and emails. You will be utilising your excellent and prompt customer support skills, representing our client in a professional and courteous manner. This role is based on their site in Whiteley (Monday to Friday) with an on call out of business hours expectation once a month. You have a strong team of management around you who will support your growth within this role.

Benefits of working for our client:

• A competitive salary
• Training opportunities set out with a clear training structure
• Progressive working environment with access to voice your opinions to decision makers
• 25 days holiday plus bank holidays
• Your birthday off
• Flexi health plan cover and access to a range of Health Benefits
• IT purchasing scheme
• Company pension
• An active Social Committee who plans monthly competitions and events
• A brilliant breakout room with free breakfast and a pool table

Join a Trusted Partner for Transformative Managed Technology

Experts in Managed IT, Cyber Security and Communications solutions, our client is on a mission to help small and medium-sized enterprises leverage business technology to achieve their goals.

Partnership-focused with a deep and deliberate understanding of customers’ strategic goals, their in-house teams tailor their services to suit every client’s unique requirements and drive business growth.

Through comprehensive offerings, broad technical knowledge and excellent customer service, our client ensures your business-critical IT and Communications systems work seamlessly in the background, unleashing you to fulfil your targets.

Duties and Responsibilities of their 2nd Line IT Service Desk Engineer:

• To provide excellent customer care and support through efficient and organised ticket management.
• Providing first response fixes to customers via the phone, live chat or email.
• Providing resolution to incidents, requests, and appropriately escalating all others.
• Ticket triage – assessing ticket priorities and escalating when required.
• Liaising with third parties and customers with regards to incident resolution and requests.
• Handling customer requests and escalate according to company procedures.
• Manage work queues and prioritise events, ensuring compliance with SLAs.
• Assist the Service Desk Team Leader in managing their service desk in such a way as to deliver excellent customer service.

Your Previous Experience:

• Experience with how an ITIL service desk runs
• Active Directory configuration and administration
• An understanding of Group Policy
• General networking skills
• An understanding of DNS
• Good understanding of Office 365
• Good understanding of Microsoft Azure
• An understanding of Microsoft Intune

Essential Skills:

• Excellent communication skills
• Organisational skills
• Results driven with a proven track record
• Team player
• Self-motivated and proactive
• Ability to be resilient and to work under pressure