2nd Line support engineer

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Job DescriptionMy client is a cloud led managed service provider where everyone is welcome. We work as a collaborative technology partner to businesses making a digital transformation and believe in harnessing a truly diverse and inclusive culture. It's a great time to join my client; They've just secured Microsoft Azure Expert MSP status and our business is growing and work with a strong and loyal client base across the Private and Public Sectors. Their goal is to create a culture where different perspectives and experiences are valued, diversity of thought is encouraged and there is fairness and equality of opportunity for all.The Service Desk Team is a core team within the business, it's the first point of contact for their clients, and is heavily involved in the delivery of timely and effective technical solutions.The main focus of this role is to deliver first class service, advice and technical support to the customers and clients of my client, through the highest standards of integrity, efficiency, knowledge and co-operation.

Role & ResponsibilitiesThe objective of the Service Desk (SD) team is to provide the interface between customers/clients and Six Degrees in order to ensure that an agreed level of customer satisfaction is achieved and that the service consistently delivered is to the standard requiredResolve technical Incidents logged by clients efficiently, professionally and within SLA (Service Level Agreement)Provide 2 nd level Incident analysis and support, resolving Incidents as appropriate within the specified guidelines.Identification of recurring issues and raising problem records for investigation. Triage of incidents that come into the 24/7 Service Management Centre.As a member of the Service Desk 1st line team, act as a point of contact for our clients and escalation for the 1st line engineers in the Service Desk.Work co-operatively with team members and colleagues, contributing positively and constructively to the achievement of team and organisational objectives.Take proactive accountability and ownership of own actions and SD activity to ensure Six Degrees and client best interests are maintained.Take proactive responsibility for client communication during major Incidents and provide updates as required by Service Management, and Service Desk Manager/TL.To ensure throughout your own and overall SD ticket lifecycle, that appropriate communication takes place with client and key stakeholders at all times.To accurately log and maintain real-time updates for all Service Desk Incidents (tickets) using our Service Management Tool (Service Now). Act upon events generated by Six Degrees' real-time network monitoring system. Where relevant, to ensure these Incidents are assigned to the appropriate technical resource.Monitor progress of tickets, providing the customer/client with feedback and real-time information regarding the progress of the resolution, throughout the lifecycle of the ticket.Monitor progress of problems, providing the customer/client with feedback and updated information regarding the progress of the resolution.Perform trend analysis, identify and report trends to Service Desk Team Leader so that the appropriate corrective action can be taken.Proactively escalate Incidents to the responsible team when SLA targets are expected to be breached, or where technical or functional escalation is needed.Maintain Client knowledge and Configuration Items, including known error recordsMaintain knowledge and skills, in order to reach requirements for 2nd line competency assessment; continually staying abreast of technology updates

Skills & Qualifications Understanding of the ITIL processesExperience of working in a fast paced Service Desk supporting a wide range of services and productExperience of working with ITSM platforms (Service Now desirable)Data communications understanding and experience in operational environment equivalent to a 1st line faults deskPrevious experience working in a SP/ISP/TelcoCarrier operational environment.CCNA / JNCIA routing and switching experience at 2nd lineExposure to Fortigate SD-WAN technologyExposure to Wifi solutions (Cisco Meraki), LAN switchingBenefitsOffering up to £40,000 + 10% bonus + many more desirable benefitsOpportunity to work for a global microsoft gold partner Opportunity for career progression