2nd Line Service Desk Engineer with Accreditations and Training Provided
Benefits:
The many benefits of the role include:
* Salary: up to 25k with an increase after successful probation and regular appraisal system to increase and retrain.
* Paid for training MCSA/MCSE/MCP or other related relevant body certification.
* Holidays: 25 days plus statutory 34 in total.
* 5% pension matched contributions based.
* Life assurance.
* Bupa.
* Free parking.
* Company car scheme once progressed.
GENERAL SUMMARY:
The Service Desk Engineer is responsible for handling first, second, and third level support of service requests. This relates to all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software.
Essential Duties and Responsibilities:
* IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
* Support of disaster recovery solutions.
* Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
* Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
* Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
* System documentation maintenance and review in ConnectWise.
* Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
Additional Duties and Responsibilities:
* Improve customer service, perception, and satisfaction.
* Fast turnaround of customer requests.
* Ability to work in a team and communicate effectively.
* Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
* Escalate service requests that require engineer level support.
* Responsible for entering time and expenses in ConnectWise as it occurs.
* Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
* Enter all work as service tickets into ConnectWise.
Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable adjustments may be made to enable individuals with disabilities to perform the essential functions.
* Advanced understanding of operating systems, business applications, printing systems, and network systems.
* Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care.
* Diagnosis skills of technical issues.
* Ability to multi-task and adapt to changes quickly.
* Technical awareness: ability to match resources to technical issues appropriately.
* Service awareness of all organization’s key IT services for which support is being provided.
* Understanding of support tools, techniques, and how technology is used to provide IT services.
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