Level 2 Field Support/Service Desk Engineer

LA International; City Of London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading IT service provider in London is seeking a Level 2 Field Support/Service Desk Engineer for an initial 6-month contract. The role involves providing second-level support, diagnosing hardware/software issues, and maintaining IT systems. Candidates should have over 3 years of experience in Service Desk support, and strong knowledge of Windows OS and networking protocols. This is a full-time, onsite position with competitive market rates.

Qualifications

• 3+ years of IT Service Desk Support experience.
• Knowledge of ServiceNow ITSM is preferred.
• Technical knowledge on Windows OS configuration and troubleshooting.
• Networking knowledge and troubleshooting ability required.

Responsibilities

• Provide second-level support for incoming incidents and requests.
• Diagnose and troubleshoot hardware and software issues.
• Assist with IT system maintenance and administration.
• Escalate incidents to the next support level with detailed notes.
• Build rapport and elicit problem details from customers.

Skills

Level 2 IT Service Desk Support experience

ServiceNow ITSM

Remote desktop support tools

Windows Operating system

Networking knowledge of TCP/IP, DNS, DHCP, VPNs

Diagnosing and resolving hardware issues

System administration experience

Advanced troubleshooting skills

Job description

Overview

Level 2 Field Support/Service Desk Engineer — 6 Month contract initially — Based: London - F/T onsite — Rate: Market rates (via Umbrella company)

Responsibilities

• Provide second-level support of incoming incidents and requests via various channels to ensure courteous, timely, and effective resolution of issues for end-users.
• Adhere to the Standard Operating Procedures and best practices set within Service Operations and ETS.
• Provide in-person support in Head Office locations, including assisting to facilitate hardware requests and ensuring procedures are executed to keep asset management tools up to date.
• Diagnose and troubleshoot hardware and software issues.
• Assist with the maintenance and administration of IT systems.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Prioritize incidents and service requests according to defined criteria and follow processes to ensure customer needs are met.
• Escalate incidents and requests to the next level of support with comprehensive work notes and troubleshooting steps performed.
• Identify trends and contribute to finding solutions for problems or challenging issues.
• Assist in managing major incidents with a focus on end user communications.
• Build and maintain advanced skillset/knowledge in troubleshooting, infrastructure, and application suite.
• Receive and document knowledge/solutions from Level 3.
• Author, edit and review knowledge base articles following the KCS methodology for ETS team members and end users.
• Promote knowledge sharing, including training for Level 1 employees and cross-training peers.
• Identify opportunities to automate processes or shift to the Level 1 team.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Build rapport and elicit problem details from service desk customers.
• Drive best practices and encourage end users to utilize the tools and processes we have in place.
• Provide suggestions for continual improvement.

Key Skills & Experience

• Ideally 3+ years of Level 2 IT Service Desk Support experience.
• Experience with ServiceNow ITSM ticketing tool.
• Experience with remote desktop support tools.
• Must have technical knowledge on Windows Operating system including configuration, administration, and troubleshooting.
• Must have networking knowledge of TCP/IP, DNS, DHCP, and VPNs, along with ability to troubleshoot network connectivity problems.
• Ability to diagnose and resolve hardware issues including identifying malfunctions and replacing faulty components.
• System administration experience with AD, cloud platforms and other system admin tasks.
• Advanced troubleshooting skills for both software and hardware issues and ability to use advanced tools and techniques.