Level 2 Service Desk Engineer - London (Onsite)
Focus Group Recruitment is seeking a talented Level 2 Service Desk Engineer for our client, a reputable IT service provider. The successful candidate will provide onsite technical support for software, hardware, and network problems, ensuring smooth operations and maximum benefits for the client. This role requires a professional who can diagnose and resolve issues, maintain technical documentation, and offer end-user training as needed.
Position Overview:
As a Level 2 Service Desk Engineer, you will support the Client Management team and assist with various client-facing and internal administration tasks. This includes logging and investigating customer tickets, providing technical support, and ensuring that the client's network and systems run smoothly.
Key Responsibilities:
- Log and investigate customer tickets, providing permanent fixes or workarounds to restore service.
- Offer Level 2 server, network, and desktop technical support, aiming for a high level of first-time fixes.
- Take end-to-end ownership of customer tickets, identifying underlying causes and implementing permanent solutions, escalating to a Senior Engineer when necessary.
- Manage and adhere to internal and customer SLA's, communicating any concerns.
- Manage client expectations through clear and effective communication.
- Collaborate closely with customers to maintain and support their infrastructure and tickets.
- Perform hardware and software installations.
- Create and maintain customer-specific infrastructure documentation within the IT Glue Knowledge System.
- Share information with the Senior Engineer to resolve issues confidently and effectively.
- Maintain up-to-date industry and technical knowledge in line with business needs.
- Ensure accurate time entries within the Connectwise Manage PSA tool and submit timesheets weekly.
- Occasionally visit the Data Centre in Milton Keynes during emergencies.
- Undertake any other reasonable requests.
Qualifications & Experience:
- Experience as an IT engineer supporting customers.
- Experience of working in a customer facing role
- Familiar with working to SLA's to meet both customer and contract requirements
- Supporting multi-site clients (including multi country)
- Intermediate level of knowledge and application in:
- MS Windows Server Technologies
- Exchange/Hybrid Technologies
- Active Directory - management and administration of
- Office 365 - management and administration of
- Firewalls, Router & VPN technologies - intermediate knowledge.
- Intune - administration and management of.
- Cloud based - SaaS environment.
- Create and support in Laptop/iPhone builds and profile loads from start to finish.
- Able to work both within a team and using own initiative.
- Configure, troubleshoot issues using:
- All MS Windows Server Platforms.
- All MS Exchange Technologies.
- All O365 Technologies.
- DNS - running through the Active Directory based DNS structure to ensure domain entries exist for Domain Controllers, Services and devices.
- Troubleshooting name resolution issues on endpoints using standard tools.
Apply Today:
If you are a dedicated IT professional with a passion for customer service and technical excellence, we invite you to apply for this exciting opportunity.
Location: London
Salary: - £37,000 - £42,000 + Excellent Benefits