2nd Line Support Engineer - London, United Kingdom - Devonshire Hayes Recruitment Specialists Limited

Devonshire Hayes Recruitment Specialists Limited

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Are you a 2nd line Support Engineer with a passion to provide first class IT Support to a wide and varied user base? We have an urgent requirement for a talented individual to join a client based in Central London.

Please note this position will be 9-5, Monday to Friday and is fully onsite for the first month and will then offer 1-2 days per week remote working.

Key responsibilities:

Provide 1st and 2nd Line remote and desktop support.
Onsite leadership with Incident Management
Monitor the call queues and ensure that all targeted Service Levels are met.
As needed, work with other analysts to provide initial triage of all calls into the Service Desk, ensuring that tickets passed on to downstream resolver groups are documented appropriately.
Contribute to and facilitate the sharing of knowhow and knowledge base articles.
Work with Service Management to help identify and resolve underlying problems and trends.
Administrating the Audio/Video & Video Conferencing systems in the two London Offices.
Provide adhoc support for key business users.
Complete all activities in line with best practice ITIL standards.

Essential:

Experience of working on an IT Service Desk.
Experience of providing 2nd Line support in a Windows 10 / O365 environment.
An enthusiasm for providing excellent service.
Excellent customer service skills, with experience of liaising directly with Senior Stakeholders.
Good/broad knowledge of Windows 10, MS Office, MS Server, AD, Network terminology and function, Laptop/Desktop/Printer hardware.
Ability to remain calm in a highpressure environment.