2nd Line Helpdesk Support Engineer 4581 views1 applications

Our client are a Microsoft Partner providing Network Solutions since 1990 including the installation and support of Hardware, Operating Systems, Key Applications, Communications and Cabling.

They have an excellent opportunity for a 2nd Line Help Desk Support Engineer to join their well-established organisation going through continued growth and expansion.

Based in our Yate HQ, the successful applicant will join a highly skilled Remote Support Team and provide a high level of telephone and remote assistance to customers and field engineers. This help desk team play a vital role in the businesses support operation, they ensure customers receive responses and resolutions well within the contracted SLA’s.

Responsibilities will include:

Trouble shoot issues and requests while ensuring we meet the relevant SLA
Ensure procedures are followed and all work is correctly recorded / documented
Proactively monitor support trends and offer suggestions for improvement
Perform checks to ensure all critical systems are operating to necessary standards
Where appropriate; escalate calls internally, liaise with manufacturers or pass to 3rd parties

The role will suit someone who:

• Is proactive, flexible and forward thinking; actively seeking new opportunities and ways to meet and exceed customer expectations
• Generates solutions which are effective, efficient and practical
• Has excellent communication skills, both oral and written
• Has excellent organisational skills, able to manage their own time efficiently and to co-ordinate activities to deliver work on time
• Is reliable and self-motivated

Essential Experience for the role

• Microsoft Server 2008, 2012, 2016 and Windows 7 / 8 / 10
• Router / firewall configuration
• Active Directory, TCP/IP, DNS, DHCP, VPN, IPsec tunnels
• Mobile OS and devices
• Virus / Malware scanning and removal
• Excellent telephone manner and written communications
• Remote support tools i.e. RDP and Team viewer

Desirable Experience

• Microsoft Office and Office 365
• Mac OSX and Apple devices

Standard support hours are Monday to Friday 9.00am – 5.30pm.

However, the remote support team join an early start / late finish rota and will be expected to provide cover between 8.00am – 6pm