2nd Line Support Engineer

We are a Managed Service Provider looking for a 2nd Line Service Desk Engineer who enjoys resolving complex incidents and implementing leading-edge IT solutions together with providing excellent customer service to join our growing team. As a 2nd Line Service Desk Engineer this is the perfect opportunity for a talented individual to join a fast-growing Managed Services Provider, working on the latest technologies. 2nd Line Service Desk Engineer Role summary: The 2nd Service Desk Engineer will be responsible for providing technical support for our Managed Service customers as well as working on the various IT projects which we implement for our clients. There will also be a degree of varied on-site work at our clients in the London area. You will be required to perform a variety of proactive tasks which will help maximise customers' 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. 2nd Line Service Desk Engineer 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 on a daily basis to ensure the achievement of KPIs Demonstrates a passion for customers and delivering service excellence Proactively keeps up to date with technologies supported by us, including: Firewalls Network routing and switching Office 365 Enterprise Mobility & Security including Intune and Azure AD Wireless Networking Server hardware Virtualisation technologies: VMware, vSphere, Zerto MS Windows Server Hyper-V Azure Active Directory Exchange and Exchange Online SQL Teams SharePoint Anti-Virus technologies including Bitdefender If you think you have what it takes to become part of our Team as a 2nd Line Service Desk Engineer then don't hesitate to apply 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 our 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 Annual Bonus: A discretionary bonus at the end of the year to share in the company's success. Last year this bonus was 5% of annual salary. 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, with us the opportunities for growth are endless. GCS Computer Recruitment Services is acting as an Employment Agency in relation to this vacancy.