2nd Line Support
Concept Resourcing
Surrey, Godalming
2d ago

Level 2 Service Desk Engineer An exciting opportunity has opened for an experienced 2nd line support engineer to join a dynamic and fast paced organisation.

The successful candidate will be responsible for providing remote support to several customers, they will have excellent communication skills and be skilled in problem diagnoses and will have the ability to communicate technical information in a clear and understandable manner to non-technical stakeholders.

RoleJob title : Level 2 Service Desk EngineerLocation : SurreyHours of work : 37.5 Hours per week Monday to Friday (09.00 - 17.

30)Reporting to : Service Desk Team LeaderMain responsibilities : Escalation point for Level 1 engineersAid in the resolution of Major incidentsAssure regular and timely response based on customer SLAs to email and telephone assistance requestsBuild partnerships with users by regularly demonstrating expertise and professionalism, work with internal and external resources to resolve issues quicklyDevelop and document procedures / technical resolution as part of building a training library, highlighting training requirements for the teamMonitor, update, escalate and close tickets assigned to personal queueProvide detailed technical troubleshooting notesProcess overflow calls during periods of high demandRequirements : Essential : At least two years' experience in a similar roleAbility to listen to a user explain a problem, determine the probable cause and logically take the user through a step-by-step problem determination procedure either in person, over the telephone or IM chatExperience working with ticketing systems such as ServiceNowKnowledge and understanding of working to defined SLAs and KPIsDemonstrable experience with the following technologies.

Microsoft Windows Desktop / Server Operating Systems, Microsoft Office Suite 2013 / 2016, Exchange, Skype for Business, Microsoft Teams, Active Directory, Office 365, SharePoint VMWare vSphere, Microsoft Hyper-V, Citrix, SQL Server, SolarWinds, Microsoft SCCM, Intune, AzureUnderstanding of TCP / IP networkingUnderstanding of ITIL workflows and practices covering Incident, Problem, Change and Request ManagementA punctual and thorough work ethic, with astute attention to detailConfidence to pursue necessary investigations and apply theories to ensure integrity of data and systemsPlanning and self-organisation ability, demonstrating the ability to prioritise and meet required deadlinesExcellent verbal and written communication skills with ability to communicate at all levelsA conscientious team player with high level of self-motivation that knows when to seek guidance and escalateFlexible with the ability to change priorities quickly and the capacity to handle multiple tasks in a fast-paced, changing environment, assisting outside working hours on occasionSelf-starter, able to work independently but also a strong, dependable team playerPrepared to 'go the extra mile' in delivering service on time and to the highest standardsStrong emphasis on delivering an excellent customer experience, while working under pressure with urgency, with an ability to communicate professionally to all levels of the business.

Excellent interpersonal and client-facing skillsProven ability to thrive in a busy working environmentDeadline orientated with the ability to multitask and problem solveHigh levels of accuracy, good numerical ability and reporting skillsAnalytical, a keen eye for detail and intuitive nature, demonstrating the ability to problem solveDesirable : Microsoft certificationsQualification in ITILUnderstanding of ISO 27001 principlesSecurity ScreeningIt is a requirement of employment that employees pass a security screening to Baseline Personnel Security Standard. BBBH33704 158375060946271

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