| Location: Glasgow | Salary: + Benefits |
| Sector: IT & Telecoms | Specialism: |
| Type: Permanent | Contact: Gautam Raval |
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.
