2nd Line IT Service Desk Engineer

<p>Our client is recruiting for two <b>2nd Line IT Service Desk Engineers</b> to join their knowledgeable team, headed up by an experienced Team Leader. As one of their Engineers, you will support a wide range of customers via the telephone, live chat and emails. You will be utilising your excellent and prompt customer support skills, representing our client in a professional and courteous manner. This role is based on their site in Whiteley (Monday to Friday) with an on call out of business hours expectation once a month. You have a strong team of management around you who will support your growth within this role.</p> <p><b>Benefits of working for our client:</b></p> <ul> <li>A competitive salary.</li> <li>Training opportunities set out with a clear training structure.</li> <li>Progressive working environment with access to voice your opinions to decision makers.</li> <li>25 days holiday plus bank holidays.</li> <li>Your birthday off.</li> <li>Flexi health plan cover and access to a range of Health Benefits.</li> <li>IT Purchasing Scheme.</li> <li>Company Pension.</li> <li>An active Social Committee who plans monthly competitions and events.</li> <li>A brilliant breakout room with free breakfast and a pool table.</li> </ul> <p><b>Join a Trusted Partner for Transformative Managed Technology</b></p> <p>Experts in Managed IT, Cyber Security and Communications solutions, our client is on a mission to help small and medium-sized enterprises leverage business technology to achieve their goals. </p> <p>Partnership-focused with a deep and deliberate understanding of customers&rsquo; strategic goals, their in-house teams tailor their services to suit every client&rsquo;s unique requirement and drive business growth. </p> <p>Through comprehensive offerings, broad technical knowledge and excellent customer service, they ensure your business-critical IT and Communications systems work seamlessly in the background, unleashing you to fulfil your targets.</p> <p><b>Duties and Responsibilities of our client&rsquo;s 2nd Line IT Service Desk Engineer:</b></p> <ul> <li>To provide excellent customer care and support through efficient and organised ticket management.</li> <li>Providing first response fixes to customers via the phone, live chat or email.</li> <li>Providing resolution to incidents, requests, and appropriately escalating all others.</li> <li>Ticket triage &#8211; assessing ticket priorities and escalating when required.</li> <li>Liaising with third parties and customers with regards to incident resolution and requests.</li> <li>Handling customer requests and escalate according to company procedures.</li> <li>Manage work queues and prioritise events, ensuring compliance with SLAs.</li> <li>Assist the Service Desk Team Leader in managing their service desk in such a way as to deliver excellent customer service.</li> </ul> <p><b>Your Previous Experience:</b></p> <ul> <li>Experience with how an ITIL service desk runs.</li> <li>Active Directory configuration and administration.</li> <li>An understanding of Group Policy.</li> <li>General networking skills.</li> <li>An understanding of DNS.</li> <li>Good understanding of Office 365.</li> <li>Good understanding of Microsoft Azure.</li> <li>An understanding of Microsoft Intune.</li> </ul> <p><b>Essential Skills:</b></p> <ul> <li>Excellent communication skills.</li> <li>Organisational skills.</li> <li>Results driven with a proven track record.</li> <li>Team player.</li> <li>Self-motivated and proactive.</li> <li>Ability to be resilient and to work under pressure.</li> </ul>