2ND LINE SERVICE DESK ENGINEER
Description✓We are actively seeking skilled and personable individuals to join our growing ServiceDesk Team
✓As a 2nd line Service Desk Engineer, you will have the opportunity to work closely with our customers, providing effective primary responses and supporting a diverse range of customers and their unique challenges.
✓At our company, dedication to customer service, personal character, and the ability to integrate well within our hardworking teams are of primary importance
✓In this role, you will be responsible for day-to-day technical support for both internal and external customers
✓You will handle incident resolution within your expertise and thrive in delivering excellent customer service within an SLA-guided environment.
✓Your responsibilities will include:
✓Providing professional and efficient 2nd line technical support
✓Participating in the customer location team rota to provide onsite support services
✓Taking ownership of incidents and providing technical diagnosis and resolution remotely or on-site
✓Proactively managing backup schedules and responding to monitoring platforms
✓Troubleshooting infrastructure systems to ensure satisfactory incident resolution
✓Striving to exceed operational KPIs and customer SLAs in service deliveryTo be successful in this role, candidates should have support skills in multiple technical areas, including:
✓Strong knowledge of Microsoft applications, server, and desktop operating systems
✓Essential skills in O365 user management and troubleshooting
✓Sound understanding of security and firewalls
✓Working experience with Active Directory [AD] and user account management
✓Familiarity with VDI environments and troubleshooting
✓Experience in backup management and data centre monitoring
✓Knowledge of anti-virus and web/mail filtering principles
✓Understanding of TCP/IP and general networking
✓Familiarity with hardware components
✓Knowledge of virtualization principles [VMware & Hyper-V]
✓Holding an IT certification or equivalent [e.g., ITIL/MCP, etc.]If you are passionate about providing excellent technical support, enjoy a diverse range of challenges, and are committed to exceeding customer expectations, we would love to hear from you
✓Join our team and contribute to our mission of delivering outstanding service to our valued customers Show more →
✓As a 2nd line Service Desk Engineer, you will have the opportunity to work closely with our customers, providing effective primary responses and supporting a diverse range of customers and their unique challenges.
✓At our company, dedication to customer service, personal character, and the ability to integrate well within our hardworking teams are of primary importance
✓In this role, you will be responsible for day-to-day technical support for both internal and external customers
✓You will handle incident resolution within your expertise and thrive in delivering excellent customer service within an SLA-guided environment.
✓Your responsibilities will include:
✓Providing professional and efficient 2nd line technical support
✓Participating in the customer location team rota to provide onsite support services
✓Taking ownership of incidents and providing technical diagnosis and resolution remotely or on-site
✓Proactively managing backup schedules and responding to monitoring platforms
✓Troubleshooting infrastructure systems to ensure satisfactory incident resolution
✓Striving to exceed operational KPIs and customer SLAs in service deliveryTo be successful in this role, candidates should have support skills in multiple technical areas, including:
✓Strong knowledge of Microsoft applications, server, and desktop operating systems
✓Essential skills in O365 user management and troubleshooting
✓Sound understanding of security and firewalls
✓Working experience with Active Directory [AD] and user account management
✓Familiarity with VDI environments and troubleshooting
✓Experience in backup management and data centre monitoring
✓Knowledge of anti-virus and web/mail filtering principles
✓Understanding of TCP/IP and general networking
✓Familiarity with hardware components
✓Knowledge of virtualization principles [VMware & Hyper-V]
✓Holding an IT certification or equivalent [e.g., ITIL/MCP, etc.]If you are passionate about providing excellent technical support, enjoy a diverse range of challenges, and are committed to exceeding customer expectations, we would love to hear from you
✓Join our team and contribute to our mission of delivering outstanding service to our valued customers Show more →
Features
- ✓Benefits package