2nd Line Support Engineer

2nd Line Support Engineer

London - MSP

Hybrid Working (3 days in the office / onsite, 2 days remote)

Up to £35k DOE

My client is an leading MSP in the London area who are recruiting a 2nd Line Support Engineer (must have MSP background) to join an expanding IT Service Desk team.

As a 2nd Line Support Engineer you will be working in an hybrid model with 3 days in the office / onsite, 2 days remote covering a 7.5 hour day on a 2 week shift pattern such as 8am to 4:30pm or 9:30am to 6pm

2nd Line Support Engineer Benefits:

• 20 days holiday + Bank Holidays, After 3 years of continuous service an extra day's holiday up to 25 days
• Gym Membership
• Cycle to work scheme
• Vitality at work business rewards and benefits
• Breakfast on Wednesdays
• Monthly Team Night Outs
• Training and Development

2nd Line Support Engineer Responsibilities:

Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.

Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards.

Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).

Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible.

Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact.

Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.

Log and assign tickets and monitor workloads for the other Service Desk team members.

2nd Line Support Engineer Experience:

• MSP background
• 2-3 years proven experience in an IT support role (1st/2nd line)
• Experience of working to an ITIL framework in a service desk capacity
• Microsoft Server 2008 - 2016
• Exchange / AD Management / 0365
• Windows 7, 8, 10
• Apple OS and Apple Mac support experience
• Microsoft Office Suite
• Backup Technologies
• Laptop/desktop and thin client support

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