Service Desk Analyst

2nd Line Engineer

£23,000 - £28,000

If you have experience working within a service desk, resolving escalated queries then this role could be for you. I am looking for 2nd line engineers to join a busy MSP client of mine to deal with the queries passed on via 1st line support. The type of problems will require you to communicate with customers and inform them of time scales to the solution to be made.

The role:

• To provide 2nd line support to customers including support to customers with physical and hosted telephone systems.
• Dealing with escalated queries from the 1st Line staff

• Provide training to other support staff when required.
• To understand and confidently investigate faults in relation to Broadband installs and telephony set up.
• Respond to queries in the agreed time scales
• To diagnose, log, action and follow through to resolution all faults, including escalations whilst keeping the customer informed of progress.
• Actively contribute to and promote the use of best practice and continual service improvement within the team.

Skills Required:

• Virtualisation - VMware and Hyper-v hands on experience

• Windows Server Configuration up to WServer 2019
• Routers and switches ideally within Cisco
• Implement and support disaster recovery solutions.
• Hands on MSP experience
• Citrix
• Ability to resolve multiple tickets efficiently
• Understanding and experience working with a ticketing system

This is a great role for someone looking to move from 2nd to 3rd line engineer level as the technology exposure you will gain will give you the chance to be proactive.

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
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