2nd Line Service Desk Engineer
Surrey
£40,000 per annum
Exciting opportunity for an innovative and ambitious 2nd Line Service Desk Engineer to join an award-winning financial services organisation.
This role will play a pivotal part in providing end user support within the business, as a key member of the Service Desk Function, you will work collaboratively with the team to provide first response and analysis on incidents and provide efficient resolution.
The client are a trusted and reliable financial services provider, who have demonstrated steady growth and healthy profits year after year. This is an opportunity to join a business that promotes career growth and personal development, alongside an emphasis on quality.
The client are Surrey based, and the role will be fully on site with a competitive salary.
Key Responsibilities:
- Handle incoming requests and changes to the Service Desk via telephone, email, and ticketing system, ensuring courteous, timely, and effective resolution of end-user issues within SLAs.
- Demonstrate flexibility to cover core hours of support (8 am - 6 pm, Monday to Friday).
- Document all pertinent end-user request information, including name, department, contact information, and nature of the problem or issue, as well as providing regular updates.
- Act as Subject Matter Experts (SMEs) in fields of expertise, escalating to 3rd line, supervisor, or team leader and service desk manager as necessary.
- Prioritise incidents, service requests, and problems, adjusting based on the uniqueness of each one.
- Administer and maintain the corporate estate, including workstations, servers, BYOD, MDM, O365, SaaS & on-prem applications, Azure, etc.
- Identify and become proficient with appropriate software and hardware used and supported by the organisation.
- Perform hands-on fixes, including installing and upgrading software, hardware installation, implementing file backups/restores, and configuring systems and applications.
Key Skills & Experience:
- Minimum 3 years of previous experience in a similar role as a 2nd Line Support in an SLA, CSAT, ITIL driven environment.
- Experience with desktop and server operating systems, O365, SaaS, MDM, and other tools of the trade.
- Working understanding of Active Directory, Exchange, Microsoft 365, GPO, basic networking, Virtualization (preferably VMware).
- A confident communicator, who can easily build rapport within the team.
- Knowledge of computing hardware, including PCs, Servers, mobile devices, and laptops.
- Out of the box troubleshooting, ability to combine information while understanding the larger scale situation, and skills to communicate with non-technical resources of every level.
If this sounds like you, then apply below! I'd love to hear from you.