2nd line Helpdesk Technician
- Recruiter
- Confidential
- Location
- Borehamwood
- Salary
- 30000.00 - 35000.00 GBP Annual
- Posted
- 21 Jun 2022
- Closes
- 19 Jul 2022
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Position: 1st /2nd Line Technician
Duration: Permanent
Location: Borehamwood
Salary :29-35K DOE
Start Date: ASAP
Job Description
This is the perfect opportunity for a talented individual to join a fast-growing Managed Services Provider, working on the latest technologies.
Role summary:
You will be responsible for providing technical support for our, Managed Service customers with the aim of fixing all incidents or escalating to the Senior Engineering team if required. You will also be required to perform a variety of proactive tasks which will help maximise customer's up-time, perform root-cause analysis and prevent reoccurring issues. This may include resolving more complex monitoring alerts, deploying the latest security updates, system maintenance and upgrading customer systems.
We are fully enabled for remote working, however some travel to client sites will be required - all in a covid-safe manner.
Key responsibilities:
Deal with incoming incidents in a professional, courteous manner over the phone and via e-mail
Take ownership of incidents and manage them in a logical and methodical manner, taking responsibility for the end-to-end management of incidents in your queue and proactively keeping the customer informed of progress
Accurately log incidents by categorising and prioritising them in line with service operations procedures
Conduct full and thorough diagnostics with end-users to enable first point of contact fault resolution
Monitor the status and progress using the provided incident logging system for assigned incidents and workflow tasks
We are looking for someone who:
Has a natural aptitude for troubleshooting and problem-solving
Embraces continual change and process improvement
Can express ideas and information clearly and concisely
Plans and manages own workflow daily, to ensure the achievement of KPIs
Demonstrates a passion for customers and delivering service excellence
Proactively keeps up to date with technologies supported by Enable, including:
Office 365
o Enterprise Mobility & Security including Intune and Azure AD o
o Azure
o Active Directory
Wireless Networking
What you can expect from us in return:
We think it's important to look after our employees. In addition to a competitive salary, supportive teams and a real chance to progress your career, we offer a range of benefits which include:
Holiday: 22 days; holiday rising to 25 days with length of service
Birthdays: A free day's holiday on your birthday (or nearest Friday/Monday)
Top tech: We don't just keep out services and solutions for our customers; that means
best-of-breed software and hardware for all our staff
Training: A tailored training plan including official vendor certifications
Why choose a career with us?
We have several goals. We're on a mission to become one of the UK's best and biggest MSPs and want to continue to grow. We're a leading Managed Service Provider and want to keep expanding our product portfolio and customer base. But most importantly of all, we want to continue to provide the very best technological solutions to our customers in order to help them achieve their business goals.
We recognise the importance in creating an environment that supports personal development to enable individuals to reach their full potential. With so many varied roles across the Company, an excellent Apprenticeship Scheme and various training and development programmes available, we have lots of opportunities for growth are endless
Duration: Permanent
Location: Borehamwood
Salary :29-35K DOE
Start Date: ASAP
Job Description
This is the perfect opportunity for a talented individual to join a fast-growing Managed Services Provider, working on the latest technologies.
Role summary:
You will be responsible for providing technical support for our, Managed Service customers with the aim of fixing all incidents or escalating to the Senior Engineering team if required. You will also be required to perform a variety of proactive tasks which will help maximise customer's up-time, perform root-cause analysis and prevent reoccurring issues. This may include resolving more complex monitoring alerts, deploying the latest security updates, system maintenance and upgrading customer systems.
We are fully enabled for remote working, however some travel to client sites will be required - all in a covid-safe manner.
Key responsibilities:
Deal with incoming incidents in a professional, courteous manner over the phone and via e-mail
Take ownership of incidents and manage them in a logical and methodical manner, taking responsibility for the end-to-end management of incidents in your queue and proactively keeping the customer informed of progress
Accurately log incidents by categorising and prioritising them in line with service operations procedures
Conduct full and thorough diagnostics with end-users to enable first point of contact fault resolution
Monitor the status and progress using the provided incident logging system for assigned incidents and workflow tasks
We are looking for someone who:
Has a natural aptitude for troubleshooting and problem-solving
Embraces continual change and process improvement
Can express ideas and information clearly and concisely
Plans and manages own workflow daily, to ensure the achievement of KPIs
Demonstrates a passion for customers and delivering service excellence
Proactively keeps up to date with technologies supported by Enable, including:
Office 365
o Enterprise Mobility & Security including Intune and Azure AD o
o Azure
o Active Directory
Wireless Networking
What you can expect from us in return:
We think it's important to look after our employees. In addition to a competitive salary, supportive teams and a real chance to progress your career, we offer a range of benefits which include:
Holiday: 22 days; holiday rising to 25 days with length of service
Birthdays: A free day's holiday on your birthday (or nearest Friday/Monday)
Top tech: We don't just keep out services and solutions for our customers; that means
best-of-breed software and hardware for all our staff
Training: A tailored training plan including official vendor certifications
Why choose a career with us?
We have several goals. We're on a mission to become one of the UK's best and biggest MSPs and want to continue to grow. We're a leading Managed Service Provider and want to keep expanding our product portfolio and customer base. But most importantly of all, we want to continue to provide the very best technological solutions to our customers in order to help them achieve their business goals.
We recognise the importance in creating an environment that supports personal development to enable individuals to reach their full potential. With so many varied roles across the Company, an excellent Apprenticeship Scheme and various training and development programmes available, we have lots of opportunities for growth are endless