2nd Line Service Desk Engineer

JOB DESCRIPTION

Job Title: 2nd Line Service Desk Engineer

Reports to: Service Desk Manager

Principal Task: Providing IT support to end users. Provide first response and analysis on incidents and follow through resolution.

• Handle incoming requests and changes to the Service Desk via telephone, e-mail, and ticketing system to ensure courteous, timely and effective resolution of end user issues within SLAs
• Demonstrate flexibility to enable the team to cover core hours of support (8am-6pm, Monday to Friday)
• Document all pertinent end user request information, including name, department, contact information and nature of problem or issue as well as regular updates
• Act as SMEs on fields of expertise, and / or escalate to 3rd line, supervisor, or team leader and service desk manager, as required
• Build rapport and elicit problem details from service desk customers
• Prioritise incidents, service requests and problems and be flexible and able to adjust based on the uniqueness of each one
• Administer and maintain, the corporate estate, (workstations, servers, BYOD, MDM, O365, SaaS & on prem Applications, Azure, etc)
• Identify and become proficient with appropriate software and hardware used and supported by the organisation
• Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications
• Become the SME in pre-defined platforms leveraged by the Society, and own documentation and expertise in resolution of relevant incidents, upgrades, and projects related to these
• Drive an all-inclusive culture that relies in clear, timely, exemplary communication and transparency, by defining expectations, prioritising properly, following through resolution, and conducting post resolution actions (Documentation of resolution as Knowledge Base Articles, post-incident communication, etc)
• Perform under defined timeframes and proactively report any need for deviation
• Attend meetings that may be necessary in the performance of your duties
• Comply with and uphold company policies and procedures, including but not limited to IT, Security, Health and Safety
• Participate in security related exercises, such as patching, security audits and the remediating actions that derive from these as and when required
• Understand the operation of Spam Filtering, Web Security and Antivirus
• Leverage provided RMM tool(s) for monitoring, administration, and remote support
• Administer and maintain the joiners / movers / leavers process in a timely and secure way
• Build and distribute corporate hardware while maintaining inventory and asset registers
• Undertake any additional tasks as may reasonably be required from time to time
• Work as part of a closely knit team of Service Delivery and collaborate effectively on a daily basis with the other IT teams
• Participate in the continual improvement of services and processes
• Create and manage support requests to 3rd party vendors when required and follow to resolution
• Work with the Change Manager as required per the Change Management process

Key Skills & Experience

• Minimum 3 years previous experience in a similar role as a 2nd Line Support in an SLA, CSAT, ITIL driven environment
• Experience with desktop and server operating systems, O365, SaaS, MDM, and other tools of the trade
• Working understanding of Active Directory, Exchange, and Microsoft 365, GPO, basic networking, Virtualisation (VMware preferably)
• Proven written and verbal communication skills
• Proven analytical and problem-solving abilities
• Knowledge of computing hardware, including PCs, Servers, mobile devices, and laptops
• Out of the box troubleshooting, ability to combine information while understanding the larger scale situation, and skills to communicate with non-technical resources of every level