2nd Line Service Desk/Team Lead
2nd Line Service Desk Engineer/Team Lead - Southampton - Permanent
Salary GBP26,000 - GBP30,000 (+ other company beneftis)
We have an exciting new opportunity to join a market leading IT solutions provider. You will join the team that provides the highest level of support to provide support and be involved in upgrade projects for a growing customer base.
Due to new clients won, ongoing success and company expansion, Lucid Connect are supporting our client to recruit for 2nd line Service Desk Engineers to join a successful MSP, based in Southampton. You will have full responsibility for overseeing and sustaining good customer services in line with the agreed Service Level Agreements.
This is a field based role acting as an escalation point for other Engineers as well as a Customer facing role, having a clean driving licence is essential.
We are looking for a candidate that has excellent technical and interpersonal skills, preferably with experience working for a IT solutions provider previously in a 2nd Line Support Engineer role
Key Responsibilities
- Provide 2nd Line Support to the company's customers, receiving calls and handling the resulting service requests, and working with the team to manage any escalations
- Taking ownership of customer issues and logging incidents or service requests in line with objectives
- Ensuring customer satisfaction is at the centre of what you do
- Excellent customer service providing proactive, reactive and service management to achieve high levels of customer satisfaction through advice, guidance and technical support within SLA and business KPI's
- Liaising with internal and external stakeholders
- Working with the sales teams to find the best customer solution
Key Skills
- Minimum of 12 months experience in a 2nd line role for a MSP
- Working to strict SLA's accurately in a fast paced, and friendly environment
- Proven customer-centric IT service Delivery experience
- Strong Microsoft office suite skills
- Strong experience supporting and administrating Microsoft 365 and Office 365 cloud services
- Microsoft Azure (Integration and sync of on-premise)
- Good knowledge of networking technology such as Firewalls, Switches, VLAN
- Able to communicate clearly and concisely to all levels
- Good knowledge of IT concepts and architectures
- Excellent customer service skills for both internal and external customers
Desirable skills/qualifications
- Up to date Microsoft qualifications
- ITIL Foundation Certified
- Microsoft Azure knowledge - Management/Support
- Awareness of other MS Business technologies - SQL, WSUS, CRM etc
- Awareness of VMware and Hyper-V environments