2nd Line Service Desk Engineer
Whitstable
£20-25k
VR/02478RD

The Role
Due to continued success, our client has an exciting opportunity for an experienced 2nd-Line Service Desk Engineer to join their Service Delivery team. Our client has grown from strength-to-strength as a Managed Service Provider and takes pride in having an employee-centric environment. They are strong believers in developing the skills, knowledge and resource of their small workforce.
As a 2nd Line Service Desk you will be responsible for providing both onsite and remote technical support for the client base. You will be responsible for managing onsite technical matters with client IT systems, ensuring SLAs are met. When not providing onsite support, you will carry out the duties of a 2nd Line Service Desk Engineer, acting as an escalation point for 1st Line Service Desk Engineers. The role will involve fault diagnosis and resolution, providing onsite, remote and telephone support for client infrastructure and end-users.

Our ideal candidate will be an experienced Technical Support Engineer from a Managed Service Provider background. You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for IT and providing outstanding customer service is essential.

Key Responsibilities
· Provide onsite and remote technical support to an extensive client base.
· To install and maintain IT and communications systems in line with specifications, to ensure client requirements and deadlines are met, and that systems are fully secure.
· Provide 1st and 2nd Line diagnosis and resolution, maintaining a high level of 1st time fixes.
· To act as an escalation point for 1st line Service Desk Engineers by offering support and technical assistance, to aid in the resolution of client queries.
· Respond appropriately to technical issues raised, through resolution or escalation.
· Prioritisation and management of workload to ensure contractual SLAs are met.
· Log all service tickets received via telephone, email and service portal and handle accordingly throughout the stages of the ticket.
· To maintain the appropriate client site documentation for each designated client.
· Provide efficient customer service to a vast client base.
· Work in accordance with company values, policies, procedures and standards.

Essential Skills and Experience
· Previous experience providing technical support for a Managed Service Provider (2-3 years min.)
· Excellent problem solving and customer service skills.
· Experience with key technologies, such as:
o Windows Server 2003 - 2016 (MCSA Preferred)
o Microsoft Office 2003 - 2016
o Windows Desktop XP - Windows 10 (incl. Client deployment)
o Active Directory, DNS, DHCP, RRAS and Microsoft Exchange
o Virtualisation (Hyper-V / VMWare)
o SAN / NAS Storage
o OSx Operating systems
o Office 365
o Remote Working (RRAS, VPN, RDS)
o Networking technologies including LAN/WAN (Network+/CCNA Preferred)
o Installing/configuring printers
o Backup technologies (Veeam preferred)
· A full driving license is essential.

The hours of work are 37.5 per week. This is based on a rota, shifts falling between 08:00-18:00, Monday-Friday, plus in addition cover one Weekend day a month as standby (rarely utilised but need to have access to a laptop in case). Applicants must be flexible to work additional hours to fulfil the requirements of the job role.