All We Want for Christmas is You!

December 18, 2019

2nd Line Service Desk Engineer Required

The Role

Due to continued expansion and ambitious growth plans, Your IT Department have an exciting opportunity for an experienced 2nd Line Service Desk Engineer to Join our Service Team.  Founded in 2009 Your IT have seen year on year growth and have doubled turnover in the past 3 years.  We are one of the leading managed IT service providers in the East Midlands, landing on the Top 51 European MSP list run by Channel Evolution.

As a 2nd Line Service Desk Engineer you will be responsible for providing remote technical support for our varied client base. You will be responsible for managing incidents and requests, ensuring SLAs are met. Acting as an escalation point for 1st Line Service Desk Engineers. The role will involve fault diagnosis and resolution, providing remote and telephone support for client infrastructure and end-users.

Our ideal candidate will be an experienced 2nd line support engineer from a Managed Service Provider background. You must be self motivated with the ability to plan your own work load.  Have a natural ability to problem solve and be comfortable working in a fast paced environment.  Most importantly you must demonstrate excellent customer service skills, be truly customer focused with the ability to work in a team.

Key Responsibilities

  • Provide Remote technical support to an wide and varied client base.
  • Provide 1st and 2nd Line diagnosis and resolution, maintaining a high level of 1st time fixes.
  • To act as an escalation, point for 1st line Service Desk Engineers by offering support and technical assistance, to aid in the resolution of client queries.
  • Respond appropriately to technical issues raised, through resolution or escalation.
  • Prioritisation and management of workload to ensure contractual SLAs are met.
  • Log all service tickets received via telephone, email and client portal and handle accordingly throughout the stages of the ticket.
  • To maintain the appropriate client site documentation for each designated client.
  • Provide efficient customer service to a varied client base.
  • Work in accordance with company values, policies, procedures and standards.
  • On occasion you may be required to perform onsite work / assist the Project Services Team.

Essential Skills and Experience

Our ideal candidate will be an experienced 2nd line support engineer from a Managed Service Provider background. You must be self motivated with the ability to plan your own work load.  Have a natural ability to problem solve and be comfortable working in a fast paced environment.  Most importantly you must demonstrate excellent customer service skills, be truly customer focused with the ability to work in a team.

  • Previous experience providing technical support for a Managed Service Provider.
  • Excellent problem solving and customer service skills.
  • Experience with key technologies, such as:
    • Windows Server 2012 to 2019 R2
    • Microsoft Office 2013 – 2019
    • Windows 7 – Windows 10
    • Active Directory and Microsoft Exchange
    • Office 365
    • Networking technologies including LAN/WAN
    • Installing/configuring printers
    • DHCP/DNS
    • Experience with MSP tools such as Connectwise Manage, Automate and IT Glue would be advantage.

The hours of work are 40 per week. This is based on a rota, shifts falling between 07:00-18:30, Monday-Friday. Applicants must be flexible to work additional hours to fulfil the requirements of the job role.

To Apply

Please send a CV and covering letter, along with salary expectations, to:

careers@your-itdepartment.co.uk

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