2nd Line Support Engineer.
We are a Managed Service Provider looking for a 2nd Line Service Desk Engineer who enjoys resolving complex incidents and implementing leading-edge IT solutions together with providing excellent customer service to join our growing team. As a 2nd Line Service Desk Engineer this is the perfect opportunity for a talented individual to join a fast-growing Managed Services Provider, working on the latest technologies.
2nd Line Service Desk Engineer Role summary:
The 2nd Service Desk Engineer will be responsible for providing technical support for our Managed Service customers as well as working on the various IT projects which we implement for our clients. There will also be a degree of varied on-site work at our clients in the London area.
You will be required to perform a variety of proactive tasks which will help maximise customers' up-time, perform root-cause analysis and prevent reoccurring issues. This may include resolving more complex monitoring alerts,deploying the latest security updates, system maintenance and upgrading customer systems.
2nd Line Service Desk Engineer Key responsibilities:
Deal with incoming incidents in a professional, courteous manner over the phone and via e-mail Take ownership of incidents and manage them in a logical and methodical manner, taking responsibility for the end-to-end management of incidents in your queue and proactively keeping the customer informed of progress Accurately log incidents by categorising and prioritising them in line with service operations procedures Conduct full and thorough diagnostics with end-users to enable first point of contact fault resolution Monitor the status and progress using the provided incident logging system for assigned incidents and workflow tasks
We are looking for someone who:
Has a natural aptitude for troubleshooting and problem-solving Embraces continual change and process improvement Can express ideas and information clearl...