2nd Line Support Engineer (Onsite)

Cloud Decisions; City Of London; On-site; GBP 38,000 - 42,000; Full time

Job summary

A leading IT support firm in Central London seeks a Level 2 Service Desk Engineer to provide technical support onsite. The role involves troubleshooting software, hardware, and network issues, ensuring a high level of customer service. Candidates should have experience with Windows Server and Microsoft Exchange. A competitive salary of £38,000 - £42,000 plus benefits is offered. Join a dynamic team focused on professional development.

Benefits

Paid certifications

Excellent Benefits package

Qualifications

• Experience in configuring and troubleshooting Windows Server Platforms.
• Proven knowledge of Microsoft Exchange Online.
• Ability to handle Office 365 applications effectively.
• Experience troubleshooting PC/Server Hardware.
• Familiarity with Active Directory user and group management.
• Understanding DNS and troubleshooting using standard tools.
• Experience with VMWare ESXi and Vcenter.

Responsibilities

• Log and investigate customer tickets applying fixes or workarounds.
• Provide Level 2 technical support for server, network, and desktop.
• Manage customer ticket ownership and escalate issues when necessary.
• Perform hardware and software installations.
• Create and maintain infrastructure documentation.
• Collaborate with Senior Engineer for issue resolution.
• Capture time accurately in Connectwise Manage.

Skills

Windows Server Platforms

Microsoft Exchange Online

Office 365

PC/Server Hardware

Active Directory

DNS Troubleshooting

VMWare

Job description

Overview

Level 2 Service Desk Engineer

Central London – Onsite

£38,000 - £42,000 + Paid certifications + Excellent Benefits package!

Are you looking to join a fast-paced environment where learning and development is prioritised with lucrative incentives on offer?

I’m on the lookout for a dynamic individual to join an established onsite team as a 2nd Line Service Desk Engineer to provide technical software, hardware, and network problem resolution onsite to a prestigious list of clients.

You will be tasked with performing problem diagnosis and guiding users through step-by-step solutions in a desktop support-based environment. You’ll also provide technical solutions in a user-friendly, professional manner, facilitating one-to-one end user training as required and ensure site technical documentation is maintained.

Main Responsibilities

• Log, and Investigate customer tickets, where possible applying a permanent fix or an agreed workaround to restore service.
• Provide Level 2 Server, Network, and Desktop Technical Support, diagnosing customer issues, and providing a high level of first-time fix.
• End to end ownership of a customer ticket, identifying the underlying cause and managing the implementation of a permanent solution or escalating to a Senior Engineer as necessary.
• Managing and working to internal and customer SLA’s, escalating any concerns.
• Action Hardware and software installations.
• Create and maintain customer specific infrastructure documentation within the IT Glue Knowledge System.
• Work closely with the Senior Engineer, sharing information to enable the resolution of issues confidently and effectively.
• Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge in line with business needs.
• Ensure all time is captured within accurate time entries within the Connectwise Manage PSA tool

Qualifications & Experience

Ability to configure, troubleshoot issues using:

• Windows Server Platforms.
• Microsoft Exchange Online + Server experience.
• Office 365 experience (SharePoint, Teams, Onedrive etc).
• PC/Server Hardware experience – ability to diagnose and upgrade, both hardware and firmware on PC’s – understanding of Raid configurations, iLO, on servers.
• AD + AAD – configure new users, new OU’s, configure sites and services, resolve.
• DNS – running through the Active Directory based DNS structure to ensure domain entries exist for Domain Controllers, Services and devices. Troubleshooting name resolution issues on endpoints using standard tools.
• VMWare – ESXi and Vcenter, Site Recovery Manager, NSX

Are you ready to take your career to the next level? Submit your CV below and let’s have a confidential conversation.