2nd Line Service Desk Analyst - London, United Kingdom - vertex-it-solutions

vertex-it-solutions

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Position: 2nd Line Service Desk Analyst

Reporting to:
IT Service Desk Manager

Company:

Our client are an established and successful Manage Service Provider who are continually growing.

They specialise in delivering fully managed IT services to a range of UK and global clients 24 hours a day, 365 days per year.

Due to the growth of the business,they are looking to add to their existing support team.

The role:

Our 2nd Line Support Engineer will be working within a dynamic Service Delivery Team, to deliver 2nd line support to their varied portfolio of clients comprising of property, retail, financial services, and healthcare sectors.

The role encompasses providing our clients with quality face-to-face and remote IT support, as well as assisting our clients with on-boarding activities, using a broad range of systems and purpose-built tool sets.

Key Responsibilities:

Dealing with 2nd line assigned tickets, providing support over multiple channels
Troubleshooting, fixing and escalating incidents as required, ensuring they are resolved within customer service level agreements or against key performance indicators
Accurately classifying, logging, and keeping tickets up to date using our internal ticketing tool
Providing an excellent customer experience at all times
Conducting personal queue and ticket triage, escalating as and when required using internal processes
Liaising with partners and thirdparty vendors to resolve customer issues
Conducting onsite work as and when required (such as onsite support, project support/assistance, system deployment etc.)

Knowledge, Skills & Experience Required:

Some experience of Active Directory, Group Policy, Office 365, SharePoint, backup solutions, antivirus software, and networking
Experience in Office 365 Administration, creating groups, distribution lists, setting forward rules, viewing and checking SharePoint permissions and basic troubleshooting, for example running mail trace or performing security checks such as last sign inor checking for suspicious activity.
Confident in troubleshooting basic Windows OS/MAC OSX issues, checking for Windows updates and understanding how these are delivered (GPO, 3rd party tools), performing system restores and using vendor diagnostic tools and you will be experienced with replacinghardware components (SSD, RAM etc) while being considerate to data backup and the impact to the user.
Understanding of security products and the cyber threat landscape;
Experience troubleshooting core infrastructures such as routers, firewalls, switches, WAPs, TCP/IP, DNS DHCP is essential
Ability to think ahead and anticipate problems, issues and solutions and work under pressure to meet deadlines
Excellent verbal and written communication is essential as well as the ability to communicate with clients to determine their needs and explain complex issues to differing skill levels

Desirable

Being able to demonstrate a commitment to learning new technologies either by ongoing certifications or personal interest projects
A minimum of 3 years' working at an MSP or inhouse IT department and will have a good understanding of core IT concepts, preferably working towards appropriate qualifications such as A+, Network+, and Microsoft certifications.