2nd Line Service Desk Engineer (Hybrid)

This role requires an individual who can:

• Diagnose and resolve 2nd line assigned and escalated support tickets within target resolution times.
• Diagnose and resolve NOC tickets (from the monitoring of clients’ systems) within target resolution times.
• Provide face-to-face technical support by attending pre-scheduled client site visits.
• Accurately classify and prioritise tickets, keeping detailed ticket notes throughout the lifecycle of a ticket
• Regularly communicate to client end-users and their IT Officers progress towards resolution ensuring they are updated throughout the lifecycle of a ticket.
• Identify recurring IT issues affecting our clients where a permanent fix is required.
• Documenting useable technical and instructional guides and maintaining the IT Knowledge Management system
• Always provide excellent customer service and an excellent customer experience.
• Conduct personal queue and ticket triage to prioritise and manage your workload, escalating as and when required using internal processes.
• Liaise with partners and third-party vendors to resolve customer issues.
• Supporting, mentoring, training and developing the team of 1st Line Analysts
• Keep yourself updated, and share with your colleagues, the latest technological and cyber-security advancements and changes to technologies used by our clients.
• Obtain Microsoft & other related technical certifications.

Knowledge, Skills & Experience Required:

Knowledge of and experience troubleshooting and supporting the following technologies:

• Windows Server (On-premise and Azure)
• Administration of Active Directory (On-premise and Azure), Group Policy, Office 365 and SharePoint
• Microsoft Exchange platform
• Virtualisation technologies (Windows Virtual Desktop, Hyper-V, Virtual Machine Manager, V-Sphere)
• Backup & DR solutions
• Cyber-security technologies and issues (Incident response, EDR, MFA, AV)
• Citrix environments, both end user and core architecture (Virtual Desktops & Apps, Netscaler, Director, Studio)
• Strong networking knowledge (TCP/IP, DNS, DHCP, Active Directory, RDS, Group Policy, LAN, WAN, Wireless, Switches, Routers)
• Advanced skills in Windows OS, MAC OSX & Microsoft Office issues
• Experience in configuring and supporting mobile devices.
• The ability to configure, administer and support Windows and MAC devices (laptops, desktops etc)
• Excellent verbal and written communication and the ability to communicate with others to determine their needs and explain complex issues to differing skill levels
• Being able to demonstrate a passion and commitment to learning new technologies either by ongoing certifications or personal interest projects
• Excellent team player but with the capacity to be strongly self-motivated
• Ability to deal with difficult or demanding situations in a calm and professional manner
• UK driving license