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2nd Line Support - Glasgow

Location: Glasgow Salary: + Benefits
Sector: IT & Telecoms Type: Permanent
Contact: Gautam Raval Job Published: about 1 month ago

2nd Line Service Desk Support

I am recruiting for a 2nd Line Service Desk Support for a leading MSP in Glasgow.

As a 2nd Line Support you will work part of the Service Desk, provide 2nd line support and excellent customer service in the areas of; IT, including Office 365, Windows Server, Desktop Support, Networking, and Wireless Systems.

2nd Line Service Desk Support Benefits:

  • 22 Days Holiday + BH
  • 8% Pension combined
  • Cycle to work scheme
  • Holiday Buy Scheme
  • Discounts at many places

2nd Line Service Desk Support Responsibilities:

  • Manage tickets assigned and ensure system is organised and up to date.
  • Answer the phone within the agreed target time and as a minimum, to meet any agreed personal call targets.
  • To diagnose, log, action and follow through to resolution all faults and requests, including escalations whilst keeping the customer informed of progress. Be able to identify when a fault cannot be fixed remotely and route straight into Field Engineering Co-ordinator for booking.
  • To update your line manager on any outstanding faults or that have breached their SLT, in a timely manner.
  • To adhere and contribute to the company's quality system and processes, and their maintenance.
  • Actively contribute to and promote the use of best practice and continual service improvement within the team.
  • Contributing to the success of the service operations department and the company.

2nd Line Service Desk Essential Skills:

  • At least 2 years' experience within an IT Support role, ideally in an MSP environment.
  • Strong experience with Windows Desktop (7,8,10)
  • Strong experience with Windows Server including Active Directory, Group Policy, DNS, DHCP & RDS Environments.
  • Experience with Office 365, InTune and SharePoint.
  • Experience supporting wireless and networking technologies, ideally including Meraki & Unifi
  • Experience with troubleshooting printers & peripheral devices.
  • Excellent telephone manner and ability to diagnose faults over the phone
  • Strong customer service skills
  • Organised and able to work autonomously or as part of a bigger team

2nd Line Service Desk Desirable Skills:

  • Experience with Mac OS X, Linux & Android.
  • Experience with Veeam, Shadow Protect or Acronis Backup Solutions.
  • Experience with Cisco Meraki Firewalls & Switches and/or SonicWALL firewalls.
  • Experience with CLI based networking such as Cisco or HPE Aruba.
  • Experience with VMware.
  • Experience supporting Broadband, VOIP or Ethernet circuits

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.

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