Service Desk Engineer - 2nd Line

2nd Line Service Desk Engineer

?? Up to GBP32,000 pa, dependent on experience

?? Based in Nottingham

?? Shift Patterns

Our Client

Our client is a well-established, successful, and authorised provider/reseller of enterprise technology and managed IT solutions. It is an extremely forward-thinking organisation committed to investing in the business and its people to ensure it maintains its reputation as a market leader and provider within this very dynamic sector. Integrity is at the core of what it does and has been a significant and contributing factor in their history of year on year growth.

As an outcome of their continued success in spite of the current pandemic, we have been tasked with searching for a 2 nd Line Service Desk Engineer who will form part of a 24/7 Managed IT Support team.

The Opportunity

We are looking for someone to support the Managed Services department. You will be responsible for handling any incidents via telephone, email and Salesforce case logging, so a high standard of customer service is required at all times. Diagnosing faults and completing requests within contracted SLA's will play a major part in this role.

This is a relatively new 24-hour service - Monday to Friday, and therefore the shift pattern will evolve over time. As it is based in Nottingham successful applicants must be able to offer flexibility and be willing to work according to operational requirements on site. There may also be some occasional travel to client sites. Our client is very committed to and actively encourages all colleagues to pursue personal development objectives which will be achieved by self-study. This will include keeping up to date with current technologies and undertaking any training that the organisation requires.

Your key responsibilities will include:

?? Assisting clients with an effective resolution to reported technical incidents

?? Setting clear expectations of resolution timescales, highlighting the next steps, and ensuring these are in line within the SLA

?? Restoring service to customers efficiently whilst maintaining exemplary standards of communication that adhere to KCI (Keeping Customers Informed) principles

?? Maintaining accurate case notes, using appropriate templates, and reporting as necessary on technical issues

?? Providing training and technical advice to customers, keeping to the highest standard of customer service

?? Escalating incidents and requests to the appropriate internal or external teams ensuring the process is managed through to resolution

?? Working alongside the departmental team to improve overall knowledge as well as contributing to improvement initiatives

?? Working with the interfacing teams in a collaborative approach to any problems encountered whilst maintain a positive relationship

?? Maximising personal KPI's

?? Participating in additional projects as required

Skills and Requirements

?? Demonstrable technical support experience of Apple and Microsoft OS products, and other Microsoft products including AD, Azure, 365

?? Capable of administering Microsoft Windows Active Directory/System Centre components

?? Have strong customer service skills, empathising with customers and approaching telephone conversations with a polite manner

?? Be experienced with Salesforce Case handling

?? The ability to prioritise own workload, and to multitask effectively

?? A sound understanding of various operating systems and browsers, including troubleshooting skills

?? Be punctual and tenacious, whilst demonstrating perseverance

?? Be able to work well under pressure, by using good time management techniques and working as part of a team

?? Take ownership of escalated cases and use own initiative to drive resolutions

Qualifications/Certifications

?? Apple Certified Associate or Apple Certified Support Professional

?? Jamf Certified Tech (Jamf 200)

?? MCSA or ICND - desirable

?? Jamf Certified Admin (Jamf 300) - desirable

?? ITIL Foundation v3 - desirable

This is an exciting time to join a well-established yet growing organisation within the technology industry. Our successful candidates have provided 5* feedback on their experience of working for this business and if you would like to join a company who has a dynamic and progressive strategy for growth, please apply today. Alternatively, to discuss the opportunity further, please contact Matt Pallister on the number listed on our website: .

Dear Applicant, we thank you for taking an interest in the role advertised. We would like to confirm that each CV received is read thoroughly by a trained consultant. If we have not contacted you within 5 working days of your application, please understand that the CV received, and the information provided does not meet the requirements of the role. However, if you wish to speak to the named consultant about your application please feel free to contact us directly.

With regards to the ongoing Coronavirus (COVID-19) situation, like all responsible businesses we are continuing to monitor the situation and to act in accordance with Government guidelines.

Please note however, that we are still fully operational and are working very closely with our employer and candidate clients to ensure that resourcing and job sourcing requirements continue to be met. In the interests of health and safety, we will continue to carry out all forthcoming interviews with our candidates via video interview until further notice. If you have any questions or concerns whatsoever during this difficult time, please do not hesitate to contact us. We are here to support you...... click apply for full job details