2nd Line Service Desk Engineer - Integral Recruitment Ltd : Job Details

2nd Line Service Desk EngineerEpsom, KT17 4NL£35,000 - £40,000 per annumPerm/Full-time

A hugely successful and highly regarded organisation within the financial services sector is looking for a 2nd Line Service Desk Engineer to join their busy team. Along with a salary of up to £40,000 per annum, you will receive a fantastic range of benefits including a generous pension, private healthcare, personal development training, rising holiday and lots more. The organisation is going through a period of growth currently following a big investment in IT, therefore it’s a great time to join them.

You will be providing first response and analysis on incidents and follow through to resolution. This role would suit an experienced 2nd Line Engineer with experience of working in a structured service desk environment, who is looking to progress their career in a fantastic working environment.

As 2nd Line Service Desk Engineer your responsibilities will include:

• Handle incoming requests and changes to the Service Desk via telephone, e-mail, and ticketing system to ensure courteous, timely and effective resolution of end user issues within SLAs
• Act as SMEs on fields of expertise, and / or escalate to 3rd line, supervisor, or team leader and service desk manager
• Prioritise incidents, service requests and problems and be flexible and able to adjust based on the uniqueness of each one
• Administer and maintain, the corporate estate, (workstations, servers, BYOD, MDM, O365, SaaS & on prem Applications, Azure, etc)
• Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications
• Participate in security related exercises, such as patching, security audits and the remediating actions that derive from these as and when required
• Understand the operation of Spam Filtering, Web Security and Antivirus
• Leverage provided RMM tool(s) for monitoring, administration, and remote support
• Administer and maintain the joiners / movers / leavers process in a timely and secure way
• Build and distribute corporate hardware while maintaining inventory and asset registers
• Work as part of a closely knit team of Service Delivery and collaborate effectively on a daily basis with the other IT teams
• Create and manage support requests to 3rd party vendors when required and follow to resolution
• Work with the Change Manager as required per the Change Management process

We are looking for a 2nd Line Service Desk Engineer who has the following skills and experience:

• Minimum 3 years previous experience in 2nd Line Support in an SLA, CSAT, ITIL driven environment
• Experience with desktop and server operating systems, O365, SaaS, MDM, and other tools of the trade
• Good experience with Active Directory, Exchange, and Microsoft 365, GPO, basic networking, Virtualisation (VMware preferably). Azure knowledge preferred.
• Proven written and verbal communication skills
• Proven analytical and problem-solving abilities
• Knowledge of computing hardware, including PCs, Servers, mobile devices, and laptops
• Out of the box troubleshooting, ability to combine information while understanding the larger scale situation, and skills to communicate with non-technical resources of every level

This is a fantastic opportunity to play a key role in a growing team within a very well established (100 years+) FS institution who can offer great career progression.

To apply for this role as 2nd Line Service Desk Engineer, please click apply online and upload an updated copy of your CV.