2nd Line Service Desk Engineer
Exciting opportunity for an innovative and ambitious 2nd Line Service Desk Engineer to join an award-winning financial services organisation.
This role will play a pivotal part in providing end user support within the business, as a key member of the Service Desk Function, you will work collaboratively with the team to provide first response and analysis on incidents and provide efficient resolution.
The client are a trusted and reliable financial services provider, who have demonstrated steady growth and healthy profits year after year. This is an opportunity to join a business that promotes career growth and personal development, alongside an emphasis on quality.
The client are Surrey based, and the role will be fully on site with a competitive salary.
Key Responsibilities:
Handle incoming requests and changes to the Service Desk via telephone, email, and ticketing system, ensuring courteous, timely, and effective resolution of end-user issues within SLAs.
Demonstrate flexibility to cover core hours of support (8 am - 6 pm, Monday to Friday).
Document all pertinent end-user request information, including name, department, contact information, and nature of the problem or issue, as well as providing regular updates.
Act as Subject Matter Experts (SMEs) in fields of expertise, escalating to 3rd line, supervisor, or team leader and service desk manager as necessary.
Prioritise incidents, service requests, and problems, adjusting based on the uniqueness of each one.
Administer and maintain the corporate estate, including workstations, servers, BYOD, MDM, O365, SaaS & on-prem applications, Azure, etc.
Identify and become proficient with appropriate software and hardware used and supported by the organisation.
Perform hands-on fixes, including installing and upgrading software, hardware installation, implementing file backups/restores, and configuring systems and applications.
Key Skills & Experience:
Minimum 3 years of previous experience in a similar role as a 2nd Line Support in an SLA, CSAT, ITIL driven environment.
Experience with desktop and server operating systems, O365, SaaS, MDM, and other tools of the trade.
Working understanding of Active Directory, Exchange, Microsoft 365, GPO, basic networking, Virtualization (preferably VMware).
- A confident communicator, who can easily build rapport within the team.
Knowledge of computing hardware, including PCs, Servers, mobile devices, and laptops.
Out of the box troubleshooting, ability to combine information while understanding the larger scale situation, and skills to communicate with non-technical resources of every level.
If this sounds like you, then apply below! I'd love to hear from you.
