2nd Line Service Desk Engineer

Job Description

WE’RE RECRUITING!As one of the UK’s fastest growing MSPs, we’re on the lookout for a 2nd Line Service Desk EngineerLocation: Client Site - Woking (Hybrid & Remote flexibility)Salary: Competitive base + benefitsJob Type: PermanentAbout NasstarAt Nasstar, we specialise in transformative technology. Our integrated suite of managed services delivers everything from cloud optimisation and application modernisation to networking and self-serve tools. With a consultative approach at our core, we moderniseand manage technology to help our clients succeed in today’s business landscape.With an impressive portfolio of customers, supporting the modern business is what we do, and we’re pretty good at it… if we do say so ourselves! But delivering greater flexibility and improved efficiencies to our clients wouldn’t be possible without theright team on board.We are lucky enough to be supported by a talented bunch - from technical specialists to marketing consultants, and strategic sales heads. Could you be one of themModernise to maximiseMore information about the Nasstar Group and our businesses can be found on their respective websites. Be sure to check out our customer success stories where you can learn more about the industry-leading clients we work with!About the RoleWe are looking for an enthusiastic and customer focussed On-Site Service Desk Engineer to be the face of Nasstar at one of our key Managed Services customer premises.You will receive all kinds of queries, and need to ensure you collate accurate and concise information so that you and our resolver groups can quickly and efficiently progress and resolve the incidents.You will take full ownership of the issue, ensuring the user is updated on progress throughout the lifecycle of the issue, resolving incidents promptly with your own technical skillset where possible.You will be required to attend customers’ site Monday to Friday based on a 40-hour week. Whilst your place of work will be client site (Woking), you will be asked to travel to other sites based on the customers’ needs.Responsibilities:Being the in-person contact representing Nasstar•To answer queries from the customer and their users, ensuring a professional manner is maintained throughout.•To be approachable and welcoming to users so they fell they can come to you with issues.•To collate accurate and relevant information about the user’s issue.•To resolve issues/requests on first contact•Work collaboratively with 3rd parties to ensure issues are addressed in a timely and efficient mannerProvide remote hands to the service desk.•Carry out a review on any on-site equipment identifying errors or warning lights.•Carry out remote hand’s tasks, such as racking/de-racking/moving equipment.•Provide feedback to remote engineers to enable the resolution of alerts or tickets relating to on-site equipment or issues.Actively managing and maintaining a list of assigned tickets.•By ensuring they are regularly updated in-line with contractual SLAs•Keeping the customer informed and updated with the progression of their issue.•Ensuring any investigative work is documented in tickets you’re working on•Being accountable for collecting updates from resolver teams to see the issue through to resolutionWhat we are looking for:

• Experience working within a Customer Facing Support Environment
• Experience working on a Customer premises
• Experience of managing your own workload
• Experience in replying to and resolving customer issues
• Experience with the use of an ITSM toolset (ideally ServiceNow)
• Technical qualifications (Microsoft etc.)
• Full UK Driving Licence

What you can expect from us:At Nasstar, we know the importance of looking after our employees - after all, it’s the team that underpins our business!In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, our benefits package includes:25 days’ holiday (excluding bank holidays)Flexible working - it’s important to maintain a work/life balance, as such, we will consider any written request for flexible workingVirtual working - we practice what we preach and empower our people to work remotelyTop tech - Leading services and solutions aren’t just for our clients; we supply best-of-breed software and hardware for all our staff too4x annual salary life assuranceHealth cash planRetail discounts and other perks from major brandsReasons to choose a career with Nasstar:We recognise and understand the importance of creating a work environment that supports personal development, enabling individuals to reach their full potential and go beyond what they thought was possible. With so many diverse roles across the company,an excellent Apprenticeship scheme, and several training and development programmes available, the opportunities for growth are endless.Which career path will you chooseEqual Opportunities:Our ultimate goal is to create an environment where diversity is not only welcomed but celebrated, where every employee feels a sense of belonging, and where our collective differences drive our collective success.By embracing diversity, practicing inclusion, and striving for equity, we aim to be a leader in our industry and a model for organizations worldwide.Diversity is not just a statement; its our way of life at Nasstar.A note for agencies:Nasstar has an in-house recruitment team who work hard to successfully find the very best candidates. Therefore, we cannot accept agency submissions for any of our roles.