Desktop Support Engineer / 2nd Line Technical Support Technician

AWD online; City Of London; On-site; GBP 28,000 - 34,000; Full time

Job summary

A leading Managed Service Provider based in London is seeking an Onsite Desktop Support Engineer. Responsibilities include providing technical support at client sites and troubleshooting Microsoft desktop operating systems. The position offers a salary of £34,000 per annum plus a potential £5,000 bonus, and involves managing service tickets and ensuring high-quality customer service while adhering to ITIL framework.

Benefits

Annual salary with bonus

Inclusive working environment

Sponsored training and certifications

Personal development time

23 days holiday plus bank holidays

Day off on birthday

Qualifications

• Proven experience in IT support with strong technical background.
• Exceptional client-facing and communication skills required.
• Ability to solve complex technical issues following processes.

Responsibilities

• Provide deskside technical support to end users.
• Troubleshoot issues with Microsoft desktop operating systems.
• Manage and prioritize service tickets effectively.

Skills

Client-facing skills

Troubleshooting

Communication skills

Time management

Organizational skills

Job description

Onsite Desktop Support Engineer / 2nd Line Technical Support Technician who has good IT troubleshooting and user facing skills is required to provide onsite deskside technical support for a multi award-winning Managed Service Provider based in the City of London.

This role will involve working onsite at client premises with travel to clients mainly within the London zones 1 – 6.

SALARY: £34,000 per annum + with up to £5,000 Bonus + Benefits (see below)

LOCATION: London (travel to client sites within London zones 1 – 6)

JOB TYPE: Full-Time, Permanent

We have a fantastic new job opportunity for an Onsite Desktop Support Engineer / 2nd Line Technical Support Technician who has good IT troubleshooting and user facing skills.

Working as an Onsite Desktop Support Engineer / 2nd Line Technical Support Technician you will work at a dedicated client site throughout the week providing face-to-face technical support. When you are not scheduled to attend site you will work alongside the IT Helpdesk / Service Desk Team providing remote support to customers.

This is an exciting opportunity to join an industry-leading company that can offer additional training, support and career development opportunities.

JOB OVERVIEW

Your duties as the Onsite Desktop Support Engineer / 2nd Line Technical Support Technician include:

• Provide Deskside technical support to end users. Log and classify incidents and requests raised in person or via the company’s ticketing system
• Troubleshoot and resolve issues with Microsoft desktop operating systems
• Support new starter and leaver process with software and hardware requirements
• Troubleshoot (and resolve) and/or escalate issues reported in relation to customer-specific business applications. Escalate to software vendors and liaise with them as and when required
• Ensure you are visible on-site. Be the ambassador for the company at all times, promoting the value of the onsite service
• Manage your time effectively to achieve the best productivity during the day /week
• Manage your call queue to the highest standard – prioritise and review regularly to ensure you are on top of the priority tickets and managing competing demands
• Provide customers with regular updates using the appropriate channels and the company’s service management platform
• Ensure the tickets information are always of the highest standard (both, detail and quality of the written information)
• Follow the company’s processes for Incident Management, Service Request Fulfilment, Change Management and Problem Management
• Stay abreast and adhere to ITIL framework (policies and procedures) - make effective use of systems to support quality and efficiency - demonstrate what good looks like to your colleagues in the Service Desk team

CANDIDATE REQUIREMENTS

• Proven experience in a comparable IT support role with a strong technical background
• Exceptional client-facing skills, including the ability to communicate effectively and explain technical concepts to non-technical users
• Excellent written and verbal communication skills
• Strong troubleshooting skills with the ability to use your own initiative
• Ability to adhere to established processes and identify when to escalate complex technical issues to meet Service Level Agreement (SLA) requirements
• Highly effective time-management and organisational skills

BENEFITS

• Annual Salary up to £34,000 per annum with a bonus up to £5,000
• Working in an inclusive environment
• Industry renowned training/certifications (sponsored by the company)
• Personal development time (with the use of Pluralsight training platform)
• Wide range of company benefits
• 23 days holiday when you start, plus bank holidays, then earn additional days with years of service
• Day off on your birthday