2nd Line Service Desk Engineer - Gloucester, United Kingdom - RE Recruitment

RE Recruitment

Verified Company

Gloucester, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The Role
The service desk is an integral part of the business.

The role of the 2nd Line Service Desk Engineer is to provide remote, onsite and workshop IT support to our clients.

The 2nd Line Service Desk Engineer will always provide excellent customer service totry and resolve all customer incidents raised.

Duties and Responsibilities

Always provide excellent and effective customer service.
Provide 2nd line support for incoming service requests, utilising the help desk ticketing system.
Contribute to procedure and policies within the IT department and maintain current procedures and policies.
Take ownership of support requests, ensuring they are resolved and ensure customers are communicated to at all times.
Escalate incidents to senior engineers, where appropriate.
Provide mentoring for the 1st & other 2nd line support Engineers.
Correctly log and update tickets with the required information relating to support requests.
Manage and maintain the end point monitoring platform on a daily basis.
Log support tickets for all issues flagged, including 24/7 and daily checks.
Notify the service desk coordinator of reoccurring outages.
Raise hardware failures as critical P1 priority.
Raise outages as critical P1 priority.
Ensure correct ticket information is always maintained.
Manage own ticket queue and work schedule in an efficient manner.
Assist on Project work as and when required.
Provide coaching on technical skills and processes to other staff.
Provide presales support to existing customers.
Provide general administration and scheduling tasks for the service desk coordinator.
Ensure accurate timesheets are maintained at all times.
Ensure all paper work relating to finished work is accurately completed and submitted in a timely manner.

No job description can be entirely comprehensive and the jobholder will be expected to adapt and carry out such other duties as may be required from time to time, on the understanding that they will be within the individual's remit and capability, and consistentwith the status and responsibilities of the role within the business.

Person Specification

Essential

More than 2 years experience working in an IT support environment covering a number of different technical areas.
Sound technical IT skills.
English Language (written and verbal) to a GCSE level or equivalent.
At least 1 formal IT qualification at entry level or above ie: GCSE ICT, CompTIA, Microsoft certification, BTEC or similar.
Comfortable working within a team or on own initiative.
Excellent working knowledge of windows server 2003/2008/2012/201
Excellent working knowledge of windows 7/8/10.
Excellent working knowledge of Office 2003/2010/2013/2016/36
Good working knowledge of major networking components, networking operating systems and basic configuration and maintenance.

Desirable

Able to demonstrate good communication skills, written, over the phone, and face to face.
Experience in troubleshooting Microsoft environments.
Willing to learn new skills in a fastpaced environment.
Excellent documentation skills.
Exchange server 2003/2007/2010/2013/2016/365 implementation experience.
Backup configuration and maintenance experience.
Hands on knowledge of the procedures used in the installation modification maintenance and repair of IT hardware and software.
Daily system checks, servers, backups and firewalls.

Working Conditions
The typical working environment will be an office location at our offices in Gloucester.

The job requires that the engineer can lift and move typical IT equipment (PC's and Laptops) from floor to desk regularly.

Long periods of working in front of a VDUwith regular breaks is common. Occasionally you may be required to travel long journeys to complete customer support or training and may