2nd Line IT Support Engineer (24x7)

WE’RE RECRUITING!

As one of the UK’s fastest growing MSPs, we’re on the lookout for a 2nd Line Service Desk Engineer (24x7)

Location: Hybrid / Remote (Any Nasstar office - Telford / Wakefield / Poole)

Salary: Comptitive base + shift allowance & benefits

Job Type: Permanent

About Nasstar

At Nasstar, we specialise in transformative technology. Our integrated suite of managed services delivers everything from cloud optimisation and application modernisation to networking and self-serve tools. With a consultative approach at our core, we modernise and manage technology to help our clients succeed in today’s business landscape.

With an impressive portfolio of customers, supporting the modern business is what we do, and we’re pretty good at it… if we do say so ourselves! But delivering greater flexibility and improved efficiencies to our clients wouldn’t be possible without the right team on board.

We are lucky enough to be supported by a talented bunch - from technical specialists to marketing consultants, and strategic sales heads. Could you be one of them?

Modernise to maximise

More information about the Nasstar Group and our businesses can be found on their respective websites. Be sure to check out our customer success stories where you can learn more about the industry-leading clients we work with!

About the Role

An opportunity to join a growing support team and resolve issues for customers from all over the world, by delivering exceptional customer service for Nasstar’s Managed Service customers.

The aim is to fix a high percentage of incidents at first contact, but where they cannot be resolved, you will be the primary resolver group for incidents.

You will be required to progress all support incidents in line with the customers SLA ensuring that any updates are entered into the tickets including investigative steps and clear updates that can be relayed to the customer in a clear and concise manner. To achieve this target you will need to be agile in managing your tickets constantly re-evaluating priorities.

Responsibilities:

Work as part of a team

• Support the team in reaching its KPI’s and objectives
• Work with peers and mentors to progress your working knowledge.
• Communicate with your team and leaders should if assistance is required
• Collaborate and share knowledge to improve the teams wider capability
• Act as a point of support for junior team members

Actively managing and maintaining a list of assigned tickets.

• By ensuring they are regularly updated in-line with contractual SLAs or OLAs
• Keeping the Customer informed and updated with the progression of their issue
• Ensuring any investigative work is documented in tickets you’re working on
• Being accountable for collecting updates from resolver teams to see the issue through to resolution

To maintain good work relationships with vendors

• Ensure any escalations to vendors are monitored and updated on a regular basis
• Ensuring vendors are provided with access and knowledge required to service our customers
• Ensure clear and concise information is provided with vendors to ensure a speedy resolution.

What we are looking for:

Education & Qualifications:

Service-related certifications

Technical qualifications (Microsoft etc.)

Experience:

Able to work under pressure

Experience of managing your own workload

Experience in replying to and resolving customer issues

Working for a Managed Service Provider (MSP)

Previous experience resolving IT faults.

Experience with the use of an ITSM toolset (ideally ServiceNow)

Experience working within a Customer Facing Support Environment

Skills / Aptitude:

Broad range of technical knowledge

Excellent verbal and written communication skills

Strong attention to detail

A customer services background

Strong multitasking skills

What you can expect from us:

At Nasstar, we know the importance of looking after our employees - after all, it’s the team that underpins our business!

In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, our benefits package includes:

25 days’ holiday (excluding bank holidays)

Flexible working - it’s important to maintain a work/life balance, as such, we will consider any written request for flexible working

Virtual working - we practice what we preach and empower our people to work remotely

Top tech - Leading services and solutions aren’t just for our clients; we supply best-of-breed software and hardware for all our staff too

4x annual salary life assurance

Health cash plan

Retail discounts and other perks from major brands

Reasons to choose a career with Nasstar:

We recognise and understand the importance of creating a work environment that supports personal development, enabling individuals to reach their full potential and go beyond what they thought was possible. With so many diverse roles across the company, an excellent Apprenticeship scheme, and several training and development programmes available, the opportunities for growth are endless.

Which career path will you choose?

Equal Opportunities:

Our ultimate goal is to create an environment where diversity is not only welcomed but celebrated, where every employee feels a sense of belonging, and where our collective differences drive our collective success.

By embracing diversity, practicing inclusion, and striving for equity, we aim to be a leader in our industry and a model for organizations worldwide.

Diversity is not just a statement; it's our way of life at Nasstar.

A note for agencies:

Nasstar has an in-house recruitment team who work hard to successfully find the very best candidates. Therefore, we cannot accept agency submissions for any of our roles.