2nd Line Support Desk Engineer / IT Helpdesk Analyst

This job has now expired please search on the home page to find live IT Jobs.

Job Title: 2nd Line Support Desk Engineer

Location: Holborn, London

Salary: Up to £35k plus 5% on-call allowance

Job Type: Permanent, Full-Time

An exciting opportunity has arisen with Leading IT Managed Services Provider based in London (Holborn). They are looking for an experienced 2nd Line Support Engineer to join them on full time, permanent basis.

The Role:

As a Support Engineer you will be responsible for providing high quality 1st and 2nd Line Technical Support to a wide-ranging customer base, troubleshooting, logging support tickets and keeping customers informed on their ticket progress. In addition you will troubleshoot product related issues using resources available and reproduce bugs within products. You will take pride in your work and ensure excellent customer service as well be a good team player.

Responsibilities but not limited to:

* Troubleshooting 1st and 2nd Line IT issues

* Promote and implement secure practices at all times

* Ensure that the company's policies and procedures such ISO27001 are adhered to ensuring information security at all times

* Logging and managing customer support tickets through to resolution

* Ensure appropriate logging of your time on ConnectWise

* Troubleshooting of Windows Desktop 7, 8 and 10, Exchange (Outlook) and Office products

* Supporting and maintaining servers and desktops

* Active Directory administration, basic network troubleshooting

* Installing authorised software

* Liaising with developers and 3rd parties to report incidents or issues and manage these through to resolution

* Ensuring security and upgrades are applied to desktops, laptops, servers and kept up to date

* Assisting with the new customer on boarding process

* To follow all procedures

* Creating and updating customer facing documentation

* Ensuring security and upgrades are applied to desktops, laptops, servers and kept up to date

* Ensuring all users are maintained and updated within the ticketing system

* Ensure equipment inventory is updated and maintained

* Providing recommendations for clients where appropriate

* Performing basic administrative support duties, as required, to meet specific operational objectives

* Performing miscellaneous job-related duties as assigned by Head of Service Delivery, or another Manager

* Providing assistance and support to colleagues in IT related matters

* Provide an excellent standard of customer service

Successful Candidate Must Have:

* Minimum of 2 year of experience working as 2nd Line Support Engineer in customer facing environment

* Experience of using a full support desk ticketing system essential

* Microsoft Certified Professional (MCP)

* ITIL Foundation Certified

* Thorough understanding and troubleshooting of Windows Desktop XP, 7, 8 and 10

* Thorough understanding of standard enterprise applications:

* Outlook 2007, 2010, 2013, 2016

* Microsoft Office Suite, 2010, 2013 and 2016

* Outlook web access

* Understanding of basic client connectivity and networking:

* Wi-Fi

* Basic network principles and troubleshooting

* Basic IP knowledge

* PPTP VPN, IPsec VPN client

* Understanding of fundamental Active Directory operations:

* Password resets and complexity rules

* Account unlocking

* Account creation

* Mailbox creation and feature settings

* Ability to deal with customers a professional manner

* Ensuring that a high level of customer service and support is provided to all internal and external customers

* Excellent communication skills

* Excellent telephone manner

* Any offer of employment may be subject to a satisfactory DBS check

Advantageous:

* Experience with basic server support/troubleshooting (Windows Server 2008, 2012, 2016)

* Microsoft Certified Solutions Associate (MCSA)

* 1 year of experience supporting Apple Mac OS X

* Implementing and Supporting Office 365

* Experience and knowledge with VMWare and or Networking skills

* Experience with troubleshooting server event logs

* Experience with SharePoint

* Experience with Sophos and Symantec Antivirus

* Experience with 2FA authentication

* Experience with Citrix, Terminal Services

* Experience using ConnectWise ticketing system

Company Benefits:

* Vitality Private Healthcare including:

* 50% off Virgin Gym membership

* Free Cinema Tickets

* Various Discounts including shopping, travel and Spa

* 5% On call Allowance

* Critical Illness Cover x2

* Death in service insurance x4

* Pension Scheme

* Company Equipment

Please click the APPLY button to send your CV for this role.

Candidates with the experience or relevant job titles of: IT Support Engineer, IT Service Engineer, IT Service Desk Technician, 3rd Line Helpdesk Engineer, IT Support Technician, 2nd Line Support Engineer, Support Technician, 2nd Line Support Technician, Technical Support, IT Support, 3rd Line Support Engineer, Hosted Technical Support Engineer, 2nd Line Support may also be considered for this role.