Role: Service Desk Engineer – Level 2

Location: Leighton Buzzard

About Us:
We have been providing our clients with comprehensive IT Support and technology solutions, including cloud services, managed print, telephony, Office 365 applications, cyber security and data recovery, and more, since 2002.

Position Overview:

To provide technical software, hardware, and network problem resolution onsite to client. Perform problem diagnosis and guide users through step-by-step solutions in a desktop support-based environment. Provide technical solutions in a user-friendly, professional manner, facilitating one-to-one end user training as required and ensure site technical documentation is maintained.

Responsibilities:

Ensuring the smooth running of our client’s systems and network infrastructure ensuring they get maximum benefits from them. Activities may include:

• Log, and Investigate customer tickets, where possible applying a permanent fix or an agreed workaround to restore service.
• Provide Level 2 Server, Network, and Desktop Technical Support, diagnosing customer issues, and providing a high level of first-time fix.
• End to end ownership of a customer ticket, identifying the underlying cause and managing the implementing of a permanent solution, escalating to a Senior Engineer as necessary.
• Manage and work to internal and customer SLA’s, escalating any concerns.
• Managing client expectations through clear communications.
• Work closely with the customer to maintain and support the infrastructure and the customer’s tickets effectively.
• Action Hardware and software installations.
• Create and maintain customer specific infrastructure documentation within the IT Glue Knowledge System.
• Work closely with the Senior Engineer, sharing information to enable the resolution of issues confidently and effectively.
• Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge in line with business need.
• Ensure all time is captured within accurate time entries within the Connectwise Manage PSA tool – submit timesheets weekly.
• Undertake all other reasonable requests.

Qualifications & Experience:

• Extensive experience as an IT engineer supporting customers.
• Experience of working in a customer facing role
• Familiar with working to SLA’s to meet both customer and contract requirements
• Working as part of a wider service delivery function.
• Supporting multi-site clients (including multi country)
• Intermediate level of knowledge and application in:
• MS Windows Server Technologies
• Active Directory – management and administration of
• Office 365 – management and administration of
• Able to communicate verbally and in writing to both technical and non-technical audiences. Providing a high standard of customer focused personalised support.
• Ability to strictly follow process and procedures.
• Creative, analytical problem solver with the ability to apply original and innovative thinking.
• Methodical approach suitable to resolution of client requirements.
• Able to manage changing workload and priorities.
• Able to work both within a team and using own initiative.

PC/Server Hardware – diagnose and upgrade, both hardware and firmware on PC’s – understanding of Raid configurations, iLO, on servers.

AD – configure new users, new OU’s, configure sites and services, resolve issues.

DNS – running through the Active Directory based DNS structure to ensure domain entries exist for Domain Controllers, Services and devices. Troubleshooting name resolution issues on endpoints using standard tools.

Group Policies – Understanding and Basic troubleshooting issues.

Click here to explore our company benefits.

Our Selection Process:

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.