Service Desk Engineer

JR United Kingdom; Glasgow; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in Glasgow is seeking a dedicated support team member to provide 1st and 2nd line support to customers. The ideal candidate will possess strong technical skills and be able to thrive in high-pressure situations. Responsibilities include managing support tickets, liaising with vendors, and maintaining service levels. Opportunities for personal development and career advancement are available.

Benefits

33 days annual leave

Contributory Pension Scheme (5% Employer, 5% Employee)

Qualifications

• Full UK Driver’s license required.
• Experience with ITIL standards preferred.

Responsibilities

• Coordinate and own support tickets.
• Provide first and second-line technical support.
• Perform daily health checks of core service platforms.

Skills

Effective communication skills

Effective team player

Attention to detail

Tools

ServiceNow

VMware

Cisco

Fortinet

Office 365

Job description

Social network you want to login/join with:

We are looking for someone to join our support team to provide 1st and 2nd line support to both internal and external customers. The ideal applicants should be a technically sound individual with the ability to work in high-pressure situations, with a demonstrable knowledge of the core concepts of a multi-service provider (IaaS, Backups, Storage, Disaster Recovery, Networking).

We’re looking for a candidate who can take ownership of incidents and tasks assigned to their department, while also following up and tracking any incidents triaged through their escalation point. Training and support will be provided through internal training plans and certifications.

Candidates are also expected to take ownership of their ongoing personal development, which will lead to a fast-tracked career within the company.

Responsibilities

1. Coordination and ownership of support tickets
2. Liaising with 3rd party vendors and participating in troubleshooting conference calls to perform root cause analysis on critical system issues
3. Provision of first and second-line technical support to internal and external customers, maintaining service levels
4. Performing daily health checks of core service platforms
5. Performing regular maintenance and patching of core service platforms
6. Creating and maintaining technical knowledge base documentation

Required Skills & Qualifications

• Full UK Driver’s license
• Effective communication skills
• Effective team player
• Attention to detail

Desired Skills / Knowledge

• Ticket management to an ITIL standard – ServiceNow
• IaaS – VMware
• Storage – SAN, S3, Cloud
• BaaS – VM, File Database, Network Configuration
• Networking – Cisco/Fortinet
• Monitoring
• Office 365
• No shifts - Monday to Friday role
• 33 days annual leave
• Contributory Pension Scheme (5% Employer, 5% Employee)