2nd line Support Engineer - Focus Group Recruitment : Job Details

2nd line Support Engineer

Focus Group Recruitment is seeking a talented Level 2 Service Desk Engineer for our client, a reputable IT service provider. The successful candidate will provide onsite technical support for software, hardware, and network problems, ensuring smooth operations and maximum benefits for the client. This role requires a professional who can diagnose and resolve issues, maintain technical documentation, and offer end-user training as needed.

Position Overview:

As a Level 2 Service Desk Engineer, you will support the Client Management team and assist with various client-facing and internal administration tasks. This includes logging and investigating customer tickets, providing technical support, and ensuring that the client’s network and systems run smoothly.

Key Responsibilities:

• Log and investigate customer tickets, providing permanent fixes or workarounds to restore service.
• Offer Level 2 server, network, and desktop technical support, aiming for a high level of first-time fixes.
• Take end-to-end ownership of customer tickets, identifying underlying causes and implementing permanent solutions, escalating to a Senior Engineer when necessary.
• Manage and adhere to internal and customer SLA’s, communicating any concerns.
• Manage client expectations through clear and effective communication.
• Collaborate closely with customers to maintain and support their infrastructure and tickets.
• Perform hardware and software installations.
• Create and maintain customer-specific infrastructure documentation within the IT Glue Knowledge System.
• Share information with the Senior Engineer to resolve issues confidently and effectively.
• Maintain up-to-date industry and technical knowledge in line with business needs.
• Ensure accurate time entries within the Connectwise Manage PSA tool and submit timesheets weekly.
• Occasionally visit the Data Centre in Milton Keynes during emergencies.
• Undertake any other reasonable requests.

Qualifications & Experience:

• Extensive experience as an IT engineer supporting customers.
• Proven experience in a customer-facing role.
• Familiarity with working to SLA’s to meet customer and contract requirements.
• Experience working as part of a wider service delivery function.
• Experience supporting multi-site clients (including multi-country).
• Intermediate level knowledge and application in:
• MS Windows Server Technologies
• Exchange/Hybrid Technologies
• Active Directory management and administration
• Office 365 management and administration
• Excellent verbal and written communication skills for both technical and non-technical audiences.
• High standard of customer-focused personalized support.
• Ability to follow processes and procedures strictly.
• Creative, analytical problem-solving skills with innovative thinking.
• Methodical approach to client requirements resolution.
• Ability to manage changing workloads and priorities.
• Ability to work both within a team and independently.

Technical Skills Required:

• Configuration and troubleshooting of:
• All MS Windows Server Platforms
• All MS Exchange Technologies
• All O365 Technologies
• PC/Server hardware diagnostics and upgrades, including understanding RAID configurations and iLO on servers.
• AD configuration for new users, new OU’s, sites and services, and issue resolution.
• DNS troubleshooting within Active Directory-based structures.
• Basic understanding and troubleshooting of Group Policies.

Apply Today:

If you are a dedicated IT professional with a passion for customer service and technical excellence, we invite you to apply for this exciting opportunity and take the next step in your career as a Level 2 Service Desk Engineer.

Location: Leighton Buzzard

Salary: - £35,000 + Excellent Benefits