2nd Line Support Engineer

GET STAFFED ONLINE RECRUITMENT LIMITED; Whiteley; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Salary

Training opportunities

Career development

25 days holiday + bank holidays

Birthday day

Flexi Health plan cover

IT Purchasing Scheme

Company Pension

Breakout room with breakfast

Job summary

GET STAFFED ONLINE RECRUITMENT LIMITED are seeking a dedicated 2nd Line IT Service Desk Engineer for their Whiteley head office. You will provide prompt customer support by phone, email and face to face, with an on-call rotation every 5–6 weeks.

Join a fast-growing MSP servicing the UK and Europe, supported by a collaborative team and clear training structure. This role offers a professional work environment, opportunities to develop your career, and a focus on delivering excellent service and

Qualifications

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

Responsibilities

• Provide excellent customer care and support through efficient and organised ticket management.
• Providing first response fixes to customers via phone, face to face, 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 escalated 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 to deliver excellent customer service.
• Work efficiently and productively to achieve and exceed SLA’s and KPI’s.

Skills

ITIL service desk

Active Directory

Group Policy

Networking

DNS

Office 365

Azure

Intune

Communication

Organisational skills

Results driven

Team player

Self-motivated

Resilient

Job description

2nd Line Support Engineer

Whiteley, Hampshire

Office based

Overview of the Role:

Our client is recruiting for a Dedicated 2nd Line IT Service Desk Engineer to support one of their market leading, innovative customers. You will be based at their head office in Whiteley and sit with their knowledgeable Service Desk who will fully support you in your day to day.

You will be utilising your excellent and prompt customer support skills and will represent our client in a professional and courteous manner over the phone, email and face to face. This role does have an on-call expectation which is once every 5/6 weeks.

Who is Our Client?

They are a fast-growing technology company based in Whiteley, located on the outskirts of Fareham. They are an award winning Managed Service Provider servicing the UK and Europe. Our client has a strong team ethos which has enabled them to deliver exceptional service to their clients for over 25 years. When you join them, you will be part of their forward thinking team, where you will be supported by not only your manager and the leadership team but your colleagues as well. They will give you everything you will need to develop your career with them.

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.
• Birthday day.
• Flexi Health plan cover.
• IT Purchasing Scheme.
• Company Pension.
• A brilliant breakout room which provides a free breakfast and a pool table

Duties and Responsibilities of their Dedicated 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, face to face, 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 escalated 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.
• Work efficiently and productively to achieve and exceed SLA’s and KPI’s.

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 of achieving.
• Team player
• Self-motivated and proactive
• Ability to be resilient and to work under pressure.