Senior Service Desk Engineer

Shaw Daniels Solutions ,
Manchester, Greater Manchester
More Details
Salary: From £23,000 to £28,000 per annum

Overview

The 2nd line Service Desk currently operate a shift pattern from 07:30 to 20:00 Monday to Friday.A requirement of this role is to participate in being on-call out of UK Service Desk hours.This comes with a standard on-call payment for each on-call shift, plus overtime for hours worked, and is scheduled as part of a weekly on-call rota. A reward scheme is currently in operation to reward positive feedback through customer survey’s following ticket completion. Role Responsibilities - 2nd Line Service Desk Engineer · This role is based on taking client phone calls, providing first time resolution where possible and resolving technical support tickets as part of a team on a busy Service Desk, working from our Manchester city centre office. Reporting to the 1st & 2nd Line Team Leader. · The main responsibility is providing day to day 2 nd line telephone and technical support in an effective and timely manner as part our clients Service Desk, across a range of technologies. Also; · Management of escalated tickets, following through to completion ensuring regular feedback is provided to client through the lifecycle of logged tickets · Assisting and guiding 1st Line Service Desk Engineers · Work closely with escalation teams to ensure client tickets are escalated in a timely manner in accordance with client SLAs · Ensuring client knowledge base documents remain up to date and are reviewed regularly including adding additional KB documents when required · Provide support and assistance to our clients Project Engineers and Onsite Engineers · Vendor manage tickets as required, ensuring regular updates provided to client · Prioritisation and management of workload to meet contractual SLAs Tasks - 2nd Line Service Desk Engineer · Answer inbound telephone calls to the Service Desk within 15 seconds · Ensure availability whilst on-call for escalated and 24/7 client issues, ensuring escalations are dealt with in a timely manner · Ensure all new incidents or requests are logged in a timely manner with accurate details of the reported fault or request · Provide assistance or support on projects which may require attending client sites · Ensure tickets are accurately updated with details of phone calls, ongoing investigation notes and technical detail · Ensure assigned tickets are proactively managed and updated throughout the day · Ensure clients receive updates as per the contracted SLA, note this may be more frequent for more critical or urgent issues · Major Incident management for critical issues, including critical issue investigation, escalation and/or resolution · Major incidents are escalated to Service Desk Management and escalated to advanced technical teams where required. · Complete Timesheets accurately on a weekly basis · Provide technical resolutions where possible, ensuring details of the resolution have been communicated to the client · Review and update knowledge base documents regularly · Coaching and mentoring of the 1st Line Service Desk Engineers · Verify, review and allocate tickets in the inbound unassigned queue as per the Managing Unassigned Queue process · Ensure tickets are completed as per the Incident Management and Request Fulfilment process Job Skills & Experience - 2nd Line Service Desk Engineer Candidates to be competent and confident working with the following areas: · Experience in IT Service Desk Environment · Experience in Supporting Microsoft Desktop · Administering & supporting and high level troubleshooting of Microsoft Windows Server 2008/2012/2016, preferably in a VMWare ESXi environment or HyperV. · Administering & supporting VOIP technologies, 3CX is an advantage · Administering & supporting and high level troubleshooting of Office365, with hands on experience of user and licence administration. · Knowledge of Office365 migration an advantage. · Administering & supporting and high level troubleshooting of Microsoft Exchange 2007/2010/2016. An understanding of how Exchange works, with knowledge of datastores, mail flow and troubleshooting mail issues. · Advanced Networking Experience (routers, switches & firewalls). Understand usage and configuration of DHCP, DNS and VLAN’s.Knowledge of port forwarding and WAN configuration essential. · Knowledge of Network Administration & Data Backup Technologies, preferably Veeam. · Superior Customer Service and Communication Skills, written and oral. · The ideal candidate will need to be able to prioritise and schedule their own workload within a fast-paced environment. The must be proactive and positive approach to problem solving and client interaction. Exceptional attention to detail, flexibility and uses own initiative to troubleshoot complex issues Benefits – 2nd Line Service Desk Engineer Our client offers a number of benefits, following a successful probation period. They offer a fantastic team-working environment geared towards promoting ideas and delivering solutions to their clients.They consistently look to develop and train staff to provide the best possible support to their clients and therefore providing opportunity for career growth. · Annual Bonus (subject to performance) · Private Medical · Group Pension (3% contributor) · Life Insurance · Annual incentive trip (subject to target achievement) · Rewards scheme for top performers This job was originally posted as www.totaljobs.com/job/89756632

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