2nd Line Support Engineer

Title: Support Engineer – Service Desk

Location: Principal location Bromley, Kent. You may be required to work at other customer sites in the Southeast, and mainly central London.

Reporting to: Service Desk Manager, Technical Services

Role:

An opportunity has arisen for a Technical Support engineer to join an expanding team, and develop their career in a forward-thinking, growing and progressive Managed Service Provider (MSP), who are providing Cloud technology, Hosted services, on-site and Remote support provision, consultancy, and support services to their customers.

The ideal candidate will have worked in a fast-paced, busy customer-facing IT support environment, and will have good experience in Cloud-based systems such as Azure, o365, and Windows Active Directory, as well as having basic on-premise networking and server administration skills, who wants to help people, with great customer service.

You will gain extensive experience over the various supported IT systems, on a customer base stretching a wide spectrum, and the opportunity to use this exposure, and the diversity it brings to develop a career in IT, and to take every opportunity to constantly improve your skills in areas you are interested in, through informal and formal training and on-the-job learning.

Responsibilities:

1. Completing technical support tasks and activities in an MSP 1st and 2nd Line Support capacity, solving IT issues remotely, via phone and using remote support tools.
2. Problem solving and closing support calls on Cloud-based and on-premise systems, and helping customers with issues they raise or have with their laptops, PCs, and MACs.
3. Able to triage, troubleshoot (and solve where possible) issues with Servers, firewalls, WIFI, and network equipment, escalating issues where necessary once initial triage has been completed.
4. Building and configuration of Laptops, MACs, and PCs to required and standardised setups and procedures.
5. Answering telephone calls from customers promptly with excellent customer service skills in a positive, can-do, customer-focused manner at all times.
6. Recording, managing and closing support calls to ensure quick valid response and resolution, and prevent non-compliance to Service Level Agreements (SLA’s) in line with ITIL defined processes.
7. Visiting Customer sites, for regular visits, ad-hoc requests, proactive visits, desk-side support or projects, as required.
8. Deliver outstanding customer service, perception and satisfaction to all customers, at all times.
9. Deliver great teamwork and communication throughout the IT team, motivating the team to create a positive and professional work environment and deliver excellent IT support services to our customers.
10. Be involved with, and undertake any other duties in the office, or on site, as requested.

Skills, Knowledge, and Experience:

Essential:

1. 2-3 years hands-on experience troubleshooting user and customer issues in Cloud-based and Windows Desktop and Server environments.
2. Completing daily tasks such as setting up user accounts, MFA, email accounts, security groups, and helping users gain access to their systems and data remotely.
3. Ability to build laptops, desktops from scratch and to rebuild, transferring data securely between devices where required.
4. You must have extensive experience of supporting, administering, and troubleshooting all Office packages such as Teams, OneDrive, SharePoint, and Outlook on Mobile phones, tablets, desktops, and laptops.
5. You should have a good but basic understanding of networking, WIFI, and firewalls, and can triage and troubleshoot network-related issues with switches, Firewalls, and Internet Lines.
6. Should have good experience of on-premise and Cloud-based IT systems, especially with Active Directory, Azure products, Office365, and Intune.
7. Must have working knowledge of supporting regular Backups, and be involved with tape rotation, and restore procedures with Veeam, Symantec and other Cloud-based backup vendors.
8. Must be able to show experience in and can support centrally controlled and standalone Anti-Virus software and should know what and how clients should be proactively managed.
9. Excellent knowledge of daily security activities such as security updates, password management, MFA and how to react and be proactive to general security-related issues.
10. Experience of providing remote support for users and systems, including resolution of technical issues on the phone, always with proactive thinking and security and Service key to the values.
11. Must have excellent communication, patience and customer service skills, as well as the ability to communicate complex technical concepts to non-technical audiences.
12. Must be able to communicate with Executive level board members, as well as end-users, and internal teams, in an ultimately professional way at all times.
13. Superb customer service and communication skills, both written and verbal.
14. Show commitment to resolving problems as quickly as possible, showing empathy to customers at all times with a can-do positive attitude at all times.
15. Excellent team player able to contribute ideas, be engaged with the organisation, and to support fellow team members at all times in ensuring a successful team within and across departments.

Desirable:

1. An understanding of basic MAC OS and experience in setup and support issues.

Personal Qualities:

1. Organised, self-motivated, energetic, and who works at a fast pace.
2. A Fun, Inspiring person who is always expecting high-quality service.
3. Able to communicate to all customers without techno-waffle.
4. An excellent Team player able to contribute ideas and to motivate and support fellow team members in ensuring a successful and well-performing team.
5. An excellent multi-tasker, problem solver with good analytical skills.
6. Have a strong desire to succeed and develop their career.
7. Able to manage expectations at all levels, and communicate accordingly.
8. Operational Ability to ‘think outside the box’.
9. Customer service experience including the ability to show empathy and understanding to all customers with a positive, can-do attitude which always puts the customer first.
10. A commitment to undertake technical training and gain industry recognised certifications.
11. Excellent written and verbal skills.