2nd Line Service desk Engineer

Job Description

Job role: 2nd line service deskSalary: competitive Location: Overview:One of Jackson Hoggs leading clients is looking for a 2nd line service desk engineer. They expect customers to be delighted with our service and want to ensure that we are meeting their needs and keeping them regularly informed at all times. This helps toensure our business continues to grow and our customers are retained, happy and we are delivering against their requirements.This is a customer focused service role, working on a helpdesk providing telephone, email and remote support for external and internal customers. The focus is ensuring the customer needs are put first and the customer experience has to be exceptional. Communicationis an integral part of the role.You will log all support calls and incidents using a ticket based business management platform (Connectwise) and escalate and assign incidents to Senior Engineers when required. You will provide all customers with a high standard of service within the definedcontract SLA agreements and agreed process guidelines.The helpdesk is often the only contact a customer will have with ourselfs and therefore, excellent communication, ensuring customers are kept fully informed at all times is a key outcome within this role.Core Responsibilities:Service delivery responsibilities include:

• Answering telephone calls and emails promptly to a professional standard
• Fault diagnosis and resolution, providing remote support when required
• Meeting service level agreements and deadlines
• Delivering a high quality customer experience with excellent communication and customer care
• Working effectively as part of the service team, often unsupervised
• Escalating incidents to Senior Engineers when required
• Active participation in continuous improvement activities and any training required for the role
• Support at customer meetings with either the HOD, Team Leader or the Account Manager
• Provide customer support documentation
• Complete daily timesheets in line with company requirements
• Attend customer sites where necessary

Compliance responsibilities include:

• In alignment with department procedures, ensuring that procedural activities and guidance are followed.
• Comply fully with all standards in connection with ISO 9001 and ISO 27001

Essential Criteria:

• ICT related qualification such as ITIL Foundation, intermediate Microsoft or CISCO qualification
• Excellent customer service and communication skills
• At least 2 years of previous helpdesk experience including trouble shooting and problem resolution
• Intermediate level of knowledge of computer hardware build and repair
• Intermediate level of knowledge of installing operating systems; installation of removal of general software, dealing with virus infected machines and malware protection software.
• Ability to research a problem and find a solution using on line resources.
• Ability to make decisions and prioritise own workload

Desirable Criteria:

• Customer Service Level 2 certificate
• Knowledge of terminal server environments preferably RDS
• Knowledge of Microsoft Exchange

Future Career Progression:Service Engineers will be supported and encouraged to progress into a Senior Service Engineer role.

Keyskills :
Active DirectoryITILSql Server2nd Line