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