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Service Desk Engineer

About the role

2nd Line Technical Support

About the role

Do you want to work for a company whose main focus is to help their customers build a better business by blending technology and strategy?

The Client is looking for a Service Desk Engineer - 2nd Line to join our Managed Services department, you will be assisting both clients and colleagues with complex technical issues. This role consists of shift work: Mon-Fri 8 hour shifts between 7am – 11pm on rotation with 1 weekend in 6 covered.

Main Duties and Responsibilities:

Be technical escalation for 1st line support

Adhere to ITIL service management principles

Provide 2nd line technical support to colleagues and customers

Escalate to 3rd line support where required

Ensure timely resolution and regular communication to customers throughout ownership

Help design, implement, test and document new processes

Support colleagues by way of coaching and knowledge transfer

Knowledge, Skills and Experience Required:

​Windows 10 & 11

macOS

Windows Server (incl. Server Core)

OpenSUSE / RHE Linux

Microsoft SQL Server

Active Directory (Group Policy/Login Scripts/FSMO) / LDAP / Kerberos

Exchange 2013+

TCP/IP Stack / DHCP / DNS / WLAN / SD-WAN / VLANs / Cisco IOS

NAS / SAN Storage Infrastructure such as DataCore

Remote Desktop Services/Citrix

Endpoint Management/MDM such as SCCM/Intune

SharePoint

Microsoft 365 Administration

Skype for Business/Microsoft Teams/Mitel

Veeam/Backup Exec

MDM Solutions such as AirWatch/Intune

VI Solutions such as VMware / Nutanix / Hyper-V

Microsoft Azure / AWS

PowerShell

If this sounds like a role for you, then send across your application and a member of our team will be in touch.

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