2nd Line Support Engineer

2nd Line Support Engineer Whiteley, Hampshire Office based Overview of the Role:

Our client is recruiting for a Dedicated 2nd Line IT Service Desk Engineer to support one of their market leading, innovative customers. You will be based at their head office in Whiteley and sit with their knowledgeable Service Desk who will fully support you in your day to day.

You will be utilising your excellent and prompt customer support skills and will represent our client in a professional and courteous manner over the phone, email and face to face. This role does have an on-call expectation which is once every 5/6 weeks.

They are a fast-growing technology company based in Whiteley, located on the outskirts of Fareham. They are an award winning Managed Service Provider servicing the UK and Europe. Our client has a strong team ethos which has enabled them to deliver exceptional service to their clients for over 25 years. When you join them, you will be part of their forward thinking team, where you will be supported by not only your manager and the leadership team but your colleagues as well.

They will give you everything you will need to develop your career with them.

• A competitive salary.
• Training opportunities set out with a clear training structure.
• Progressive working environment with access to voice your opinions to decision makers.
• 25 days holiday plus bank holidays.
• Birthday day.
• Flexi Health plan cover.
• IT Purchasing Scheme.
• Company Pension.
• A brilliant breakout room which provides a free breakfast and a pool table

• To provide excellent customer care and support through efficient and organised ticket management
• Providing first response fixes to customers via the phone, face to face, or email
• Providing resolution to incidents, requests, and appropriately escalating all others
• Ticket triage – assessing ticket priorities and escalating when required.
• Liaising with third parties and customers with regards to incident resolution and requests.
• Handling customer requests and escalated according to company procedures.
• Manage work queues and prioritise events, ensuring compliance with SLAs.
• Assist the service desk team leader in managing their service desk in such a way as to deliver excellent customer service.
• Work efficiently and productively to achieve and exceed SLA’s and KPI’s.

• Experience with how an ITIL service desk runs.
• Active Directory configuration and administration
• An understanding of Group Policy
• General networking skills
• An understanding of DNS
• Good understanding of Office 365
• Good understanding of Microsoft Azure
• An understanding of Microsoft Intune

• Excellent communication skills
• Organisational skills
• Results driven with a proven track record of achieving.
• Team player
• Self-motivated and proactive
• Ability to be resilient and to work under pressure.