2nd Line Service Desk Engineer

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Permanent Full-Time, Edinburgh City Centre

Salary: Negotiable dependent on experience

Benefits: 11 in total including Full Medical Insurance

This is an opportunity to join an awarding-winning, leading Managed Service Provider of IT services. Established in 2000, this company has grown from strength-to-strength. They have an exciting opportunity for an experienced 2nd Line ServiceDesk Engineer to join the Service Delivery team.

As a 2nd Line ServiceDesk Engineer you will be responsible for:

- 1st and 2nd line diagnosis and resolution

- Maintaining a high level of first-time fixes

- Delivering remote and occasional on-site technical support to an extensive customer base.

- Responding appropriately to technical issues raised, through resolution or escalation.

The ideal candidate will be an experienced Technical Support Engineer from a Managed Service Provider background. You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for IT and providing outstanding customer service is essential.

Key responsibilities:

- Provide 1st and 2nd line diagnosis and resolution, critically maintaining a high level of first-time fixes.

- Acting as an escalation point for first line Service Desk Engineers by offering guidance and assistance to aid in the resolution of customer tickets.

- Deliver remote and occasional on-site technical support to an extensive client base.

- Install and maintain Operating Systems, Hardware, Network and Applications, in line with specification, to ensure customer requirements and deadlines are met and that systems are fully secure.

- Respond appropriately to technical issues raised, through resolution or escalation.

- Priorate and manage workload to ensure customer contractual SLAs are met.

- Action all customer requests/tickets, either by inbound calls (phone), ConnectWise ticketing system, email and portal.

- Work in accordance with company values, policies, procedures and processes.

- Communicate with customers and third-party partners

Essential Skills and Experience:

- Excellent problem solving and customer service skills.

- Soft Skills, Customer Service (Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care)

- Team player - you will thrive in a collaborative environment and will contribute fully to the success of your team

- Experience with key technologies, such as:

o Windows Server 2012 - 2019

o Windows Desktop Windows 10