2nd line support Service Delivery Engineer

We have a new and exclusive opportunity for a 2nd Line Support Service Delivery Engineer to join a thriving support services team with a leading STEM Technology provider in London.

You will be reporting into the UK & Europe Service Delivery Manager, so this role offers great progression.

The Service Delivery Engineer provides 1st and 2nd line Support for all services, user provisioning, hardware break fix, monitoring and resolution of any issues affecting IT services and infrastructure, providing clear and concise advice and guidance to all stakeholders whilst maintaining a professional standard. This role will require you to provide onsite technical support based at our London office.

Role Details

1. Title: 2nd Line Support Service Delivery Engineer
2. Location: London City (Liverpool Street Station)
3. Term: Full-Time Permanent
4. Salary: £33k to £40k plus 5% Bonus
5. Reports into: UK & Europe Service Delivery Manager
6. Work Pattern: The role will require onsite presence - 3 days a week onsite in London, 2 days home working
7. Technology Stack: Microsoft House, Mercury, current server and desktop operating systems, wide-area and local-area networking, the Internet and telephony and video conferencing communications i.e. Microsoft Teams/O365, Cisco routers and switches, Microsoft Power Platform

As the Service Delivery Engineer within support services, your role will include:

1. Providing 1st and 2nd line support for all IT products and services.
2. Proactively taking ownership of Technology Support issues as they relate to specific sites as defined by the Service Delivery Manager.
3. Answer inbound calls, live chat, and self-service requests; document, prioritize, assign, track and respond to incidents and requests in a timely manner.
4. Be responsible for end-to-end ownership of incidents throughout their lifecycle.

This is a technically interesting role with exposure to a wide Microsoft technology stack, in a STEM Technology business that is thriving and actively investing in their staff. This role is part of a £55 million investment in the business across 2024, which includes new Technology investments, a new office, and staff investments.

What We Are Looking For in Candidates:

1. Technology stack: Microsoft House, Mercury, current server and desktop operating systems, wide-area and local-area networking, the Internet and telephony and video conferencing communications i.e. Microsoft Teams/O365, Cisco routers and switches, Microsoft Power Platform.
2. High energy, enthusiasm, and the ability to engage and communicate effectively with a diverse audience, including executives.
3. Willingness and enthusiasm for onsite work.
4. Demonstrate very good expertise in the following technologies, including current server and desktop operating systems, wide-area and local-area networking, the Internet, and telephony and video conferencing communications i.e. Microsoft Teams/O365.
5. Mobile and Laptop device management including Intune.
6. Experience with AV systems and technologies.

This role needs to be hired and onboarded before the end of this year, so we are looking for a quick interview and start process.

For more information, and the chance to be considered, please do send through a CV to k.roe.

Good luck!