IT Support Analyst (2nd line)
Based: Denmark Hill, London
Type: Full-time
Salary: £34-38k
Eligibility: You must be eligible to work in the UK
The 2nd Line engineer role is an extremely important Customer-facing role at Smartdesc. You will represent the business through daily telephone and video communication with the client and will develop and build strong trust by providing excellent IT support through regular communication and customer service.
You will be responsible for remote and on‑site service desk support services to our London based client:
* Resolving IT issues and malfunctions
* Assistance with Projects & Migrations
* Creating documentation and guides
Smartdesc places a strong emphasis on being proactive as well as providing a high-quality service – setting us apart from our competitors. To achieve this, you will work with your colleagues to help deliver IT improvements and recommendations throughout our clients.
The 2nd Line engineer role is highly technical with a key requirement of good customer service skills. Engineers are expected to take ownership of issues & requests and see them through to resolution or escalation if required. Strong communication skills are essential in keeping clients updated either through written or verbal updates.
All issues and service requests are raised through a ticketing system, and the engineer is responsible for managing and prioritising their own tickets and workload, while also ensuring they are adhering to the SLA response and resolution deadlines.
Smartdesc engineers stay in contact via VoIP handsets, Teams telephony, and Microsoft Teams, with the ability to work from anywhere with an internet connection. The successful candidate will have experience working on a service desk to KPIs and SLAs and will be used to IT Service Management systems to log tickets, communicate with customers.
Being part of a close‑knit team will enable the successful candidate to develop their skills at a fast pace and settle into a long career with a successful fast‑growing young company.
Experience And Non-technical Skills
* A minimum of two years' experience in a similar role
* Proficient in verbal and written English
* Experience working as part of a busy team and keeping a constant dialogue flowing
* Able to follow defined processes such as Change Management & Knowledge Management
* A commitment to knowledge sharing and clear, detailed documentation
* Can work to strict SLAs, project plans and KPIs
* Welcoming, personable, articulate, literate, conscientious
* Able to converse with all levels of colleagues, confidently and honestly, being able to ask for help and discuss ideas and techniques openly and honestly, to build trust with colleagues and customers
* The ability to explain technical concepts in lay terms without being patronising
* The ability to multi‑task and manage time under pressure
* Positive attitude to any situation, with the ability to resolve customer problems and requests promptly and efficiently
* Ability to spot opportunities and improvements that will benefit the end‑user experience and taking this forward with senior colleagues via suggestions and recommendations
* Experience working for the non‑profit sector an advantage
Technical Skills
* Strong ability to fault‑find and problem‑solve under pressure, remotely using various toolsets
* Experience working as a remote IT Support Engineer
* A minimum of two years' experience in a similar role
* Training and Development in role to include:
* Strong working knowledge of Microsoft 365 both on premise and cloud
* Working knowledge of Microsoft Azure including Remote Desktop Services
* Working knowledge of Microsoft technologies – Server / Exchange / Active Directory
* Knowledge of security technologies and toolsets such as monitoring & Bitdefender
* Knowledge of networking infrastructure – LAN / WAN / DNS / Firewalls etc
About Smartdesc
Smartdesc, part of the Academia Group, is an IT Service Provider and Microsoft Gold Partner whose focus is not‑for‑profit organisations, which includes charities, social enterprises, and the public sector in the UK. We work with large household names like Mind, YMCA and WaterAid, as well as a diverse mix of other charities and non‑profits.
We provide a range of IT Services including Strategy & IT Leadership, Cyber Security, Helpdesk Support and Project / Programme Management – tailored to non‑profits and delivered through proactive partnerships with our customers.
Staff who work for Smartdesc are of the highest quality, and one of the main reasons for our success. We promote from within, pay for your training and certifications, and have fun in a growing and exciting atmosphere. This means staff stay with us for years because we invest heavily in them – our retention rate is 98% which is far above the competition.
We are a flat management structure without internal politics, and staff are given a high degree of autonomy to do their jobs to the best of their ability. We celebrate success as a team and you will have the opportunity to immerse yourself in a diverse range of cutting‑edge technologies and systems, and never pigeonholed into one single area.
Successful candidates deliver exceptional customer support through effort, integrity and honesty. Smartdesc delivers ethical, transparent and customer‑focused IT services; new team members are carefully picked to ensure they enhance Smartdesc's ethos and share our values.
Since incorporation in 2012 we have grown to over 70 staff and are projected to have a £5M turnover in our current Financial Year
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