2nd Line Support Engineer (Onsite)

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

Job summary

A leading company in London is seeking a Level 2 Service Desk Engineer to join their dynamic onsite team. This role involves providing technical support for software, hardware, and networking to prestigious clients. Candidates should possess strong troubleshooting skills, particularly with Windows Server and Office 365, and have a commitment to continual professional development.

Benefits

Paid certifications

Excellent Benefits package

Qualifications

• Experience with Windows Server Platforms and Microsoft Exchange.
• Proficient in Office 365, including SharePoint and Teams.
• Ability to troubleshoot hardware and software issues.

Responsibilities

• Provide Level 2 technical support for clients.
• Manage customer tickets from start to resolution.
• Create and maintain technical documentation.

Skills

Technical Support

Problem Diagnosis

Client Interaction

Job description

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 + 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:

You will enable the smooth running of client’s systems and network infrastructure.

Activities may include:

• 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 and let’s have a confidential conversation.