2nd Line Service Desk Engineer

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2nd Line Service Desk Engineer

Location: Southampton

Contract: 3 months temp to permanent ASAP start

Salary: £170 per day PAYE

Our client provides managed IT services to all businesses across UK. An urgent position has come up for a 2nd Line Service Desk Engineer. This will be a temp to permanent position after 3 months if you wish to go permanent.

A 1st / 2nd Line Service Desk Engineer is responsible for providing technical and service support.

Your function will include responsibility for managing and maintaining customer's services in line with agreed Service Level Agreements.

A 1st / 2nd Line Service Desk Engineer will provide both reactive and proactive customer support. You will be providing responses and first-time-fixes on any Incident tickets raised and be focused on resolving Request tickets within the resolve SLA.

This is a full time position based on client site.

Qualifications, Experience, Knowledge and Skills

We are interested in speaking to candidates with a good combination of the following:

1.Minimum of 3-4 years work experience in a 1st / 2nd line technical role for a managed service provider ideally but not essential.

2.Experienced working in a high availability environment, working on live systems where reliability, uptime and meeting SLA's are crucial

3.Proven customer-centric IT service Delivery experience

4.Strong Microsoft Office suite skills

5.Advanced problem-solving ability and troubleshooting

6.Excellent organisational skills and time management practices, working well in a team environment

7.Able to communicate clearly and concisely to all levels

8.Good knowledge of IT concepts and architectures

9.Excellent customer service skills for both internal and external customers

10.Grounded IT experience with a high general technical competence and a good breadth of knowledge

11.Experience in handling customer complaints

12.Be able to analyse issues, investigate, identify causes and implement robust resolutions

13.Taking ownership of issues from reporting through to resolution

14.Proven ability and desire to improve methods of working

15.Extensive experience supporting and administrating M365 / O365 cloud services

16.Confident in front of client and able to support customers from lower level right up to senior levels.

Desirable skills:

1.Up to date Microsoft qualifications preferable Office 365 related

2.ITIL Foundation certified

3.Understanding of Microsoft Azure including management and support

4.Awareness of other MS Business technologies, for example, SQL, WSUS and CRM

5.General Awareness of VMware and Hyper-V environments

This role may suit candidates, who hold the following job titles: 1st line support, service desk support, desk top support, 2nd line support

Deerfoot IT Resources Ltd is a leading specialist recruitment business for the IT industry. We will always email you a full role specification, name our client and wait for your email authorisation before we send your CV to this organisation. Deerfoot IT: Est. 1997. REC member. ISO certified. *Each time we send a CV to a recruiting client we donate £1 to The Born Free Foundation (charity no. 1070906).

Deerfoot is acting as an Employment Agency in relation to this vacancy.