Job Description
Service Desk Engineer – 2nd line
Up to £43,000 plus shift allowance and excellent benefits
Milton Keynes, office based.
Shifts are 4 on 4 off: 7am-7pm and 7pm-7am. (This is likely to be a pattern of days, days, nights)
We are looking for individuals who take ownership of their work and are committed to providing excellent customer service. As a Service Desk Engineer, you will be the first point of contact for clients, ensuring they feel supported and confident in your services. Your ability to go above and beyond, keeping the customer at the heart of everything you do, will be crucial in making them feel like they are in safe hands. We value proactive problem solvers who can anticipate client needs and deliver solutions that exceed expectations.
A true Generalist role, this will predominantly be 2nd line activities, however, is still very much a client facing role, responding to system events, availability and capacity issues in addition to troubleshooting and problem solving of incidents raised by external customers.
You will be part of our clients UK Technical Services Team and will be responding to a variety of incidents and service requests across Storage, Network, Virtualisation, Backup, DR and Microsoft technologies.
As Technical Services Engineer, some of your duties will include:
* Monitor, Categorise, set priority of incoming tickets (incident, problem, request)
* Manage your daily schedule by working through service dashboards and prioritising tickets
* Event Monitoring and perform initial triage on Network, Compute, Storage, VMware, Backup & DR infrastructure
* Communication with customers as required; keeping them informed
* Identify trending and patterns to initiate Problem Management
* Support of Internal IT onboarding
What are we looking for?
* Customer focused with excellent interpersonal skills
* Willingness to go above and beyond and take ownership
* Good knowledge of VMware/Horizon/VDI or equivalent
* Familiar with all Microsoft technologies - Desktop OS, Server OS, Hyper-V, Active Directory, Exchange Background in Cloud technologies - Azure, Microsoft 365, AWS
* Experience of working within a Managed Services environment or a similarly structured (ITIL) based organisation is desirable but not essential
* One of CCNA, VCP, NCDA is desirable.
* Can do attitude and willingness to collaborate; team player mindset.