Purpose:
2nd line ServiceDesk engineers work closely within a mixed team of 1st to 3rd line engineers to deliver an outstanding level of service to our customers. They manage effective resolution of support issues that are reported to the Service Desk in an efficient manner. The companies' vision is to nurture a team of ambitious, disciplined and inspiring people dedicated to building a world class company and sharing in its continuing success.
KEY RESPONSIBILITIES:
· Effectively manage the resolution of support issues that are reported in a timely manner
· Troubleshooting problems and providing advice on the appropriate action
· Ensuring that documentation and ticket notes are kept up to date
· Communicating effectively with customers, team members and third parties
· Handling technical escalations
· Attempt to resolve any service tickets on first touch that have either been logged via phone, email or assigned directly and escalate to 3rd line using our escalation process if unable to resolve within an acceptable amount of time.
· Help the Service Desk manager and Servicedesk Team leader manage the queues and bring any issues to his/her attention.
· Identify any repeat issues during the dispatch process and use our problem ticket process to identify potential problem tickets.
· Ensure all your time sheets and ticket updates are as accurate as possible.
· Manage ticketing system queues and service tickets where ownership is given to ensure that the support desk processes are followed, and all service tickets are left in the right configuration to reflect the issue or last update.
· Ensure all engineering time sheets and service ticket updates are as accurate as possible.
· Attend client site if a hands and feet request is required by ERGOS Escalate service tickets to third line engineers in accordance with ERGOS's escalation process to ensure our SLA's are met
· Maintain key KPI's to ensure the service desk SLA agreements to clients are met.
· Adhere to all company policies and procedures
QUALIFICATIONS AND EDUCATION REQUIREMENTS
· 3 years+ experience in an MSP environment
· Ability to produce clear, concise and accurate documentation and ticket notes
· Good knowledge of M365
· Sound knowledge of all Windows operating systems
· Windows Server administration, build and maintenance
· Strong understanding and working knowledge of Active Directory, Exchange mailbox administration, DNS, group policies and domain controllers
· Strong understanding of NTFS and share permissions on windows server environments
· Strong understanding of backups and restoration methods
· Good knowledge of routers, firewalls, switches, VPN devices and wireless networking technologies
· Good knowledge of VOIP technologies
· Experience implementing and managing Office 365 environments
· The ability to articulate technical knowledge to clients with varying levels of IT knowledge and competence
· Natural interest in IT with a desire to stay abreast of new technologies
ESSENTIAL SKILLS
· Highly motivated and focused team player
· Demonstrate an understanding of technical ability proficient with first, second and basic third line
· Networking Admin skills
· Experience with supporting users on remote desktop services
· Experience of providing remote user support on the telephone and on external client sites
· Experience in dealing with VIP users
· Experience with monitoring systems
· Good understanding of networking – OSI network layers, TCP/IP, DHCP
· Understanding of data protection and data security
· Demonstrate strong organisational skills
· Understand what is required to communicate effectively between various business levels both internally and externally (clients, suppliers and vendors)
· Exhibit time management skills
· Attention to detail
· Work well under pressure
· Show flexibility - recognise that in line with client requests, from time to time there could be a requirement to work outside of "normal" office hours.
· Self-motivated and able to thrive in a fast moving, high pressure working environment. · Client and team focused – understand the requirements of each
· Demonstrate strong communication skills
· Display a proactive approach
ADDITIONAL NOTES
Visits to customer sites will be required and may vary in location. Candidate must be able to travel within the Southeast of England, including Central London. Use of a company van is provided. Training on internal and external systems will be provided.
Job Types: Full-time, Permanent
Pay: £32,000.00-£39,999.00 per year
Benefits:
* Additional leave
* Company events
* Company pension
* Employee discount
* Enhanced maternity leave
* Free parking
* On-site parking
* Referral programme
* Work from home
Ability to commute/relocate:
* Crawley RH10: reliably commute or plan to relocate before starting work (required)
Work Location: In person