2nd Line Service desk engineer with accreditations and training provided

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.