2nd Line Engineer

09 December 20222022-12-09
Dorking, Surrey
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Our client is an award winning, highly customer-focused and forward-thinking business withsignificant annual growth year on year – growth that is creating opportunities for the rightindividuals to carve out excellent careers within the IT industry. They are structured as a Group with operating entities running as distinct P&L’s. Within each ofthese P&L’s there is a discrete Senior Management Team (SMT) with significant autonomy.Furthermore, with the launch of Nebula, the company is entering a new era - providing a solutionthat incorporates Networking, Unified Communications & IT capability within a unified wrapper,and therefore the company is entering an era offering a strategic solution alongside existing serviceofferings.2.Role in BriefThe 2nd line Service Desk Engineer works at the 1st point of escalation within the Support team.You will be supporting the 1st Line Engineers and dealing with technical issues passed to you. Youare responsible for maintaining the high standards expected from clients purchasing managedservices solutions. You will be exposed to topics such as desktop, servers, virtualisation, networkstructure, disaster recovery, business continuity, hosting services, Public and Private Cloud, securityand bespoke managed solutions.You will act as the primary point of contact for your assigned tickets raised by both phone or emailas well quickly identifying the priority of the issue and ensuring they are dealt with within anagreed SLA. You will need to be able to demonstrate strong communication skills with clients, peersand senior members of the team, enabling the gathering of all relevant information around theissues & correctly recording this within the service management system. Where necessary you willescalate issues to the relevant team and report key information to the Service Desk Manager. Therole requires you to be able to move from one issue to another efficiently, whilst dealing with abroad range of technologies and end user abilities.The responsibilities fall into the following areas; Supporting The Customer – Working on issues raised by clients, understanding thedifferent business needs of the customers and recording all key information to supportthem. Support can be via phone or email. Adherence to company & client processes todeliver an outstanding experience. Utilising a range of remote access & monitoring tools totroubleshoot issues. Achieving SLA targets – Managing your time to prioritise urgent tickets while ensuring allrequests meet the contracted SLA.Customer Satisfaction – Owning issues through the initial phases of support and keepin

Our client is an award winning, highly customer-focused and forward-thinking business with significant annual growth year on year – growth that is creating opportunities for the right individuals to carve out excellent careers within the IT industry.

The 2nd line Service Desk Engineer works at the 1st point of escalation within the Support team. You will be supporting the 1st Line Engineers and dealing with technical issues passed to you. You are responsible for maintaining the high standards expected from clients purchasing managed services solutions. You will be exposed to topics such as desktop, servers, virtualisation, network structure, disaster recovery, business continuity, hosting services, Public and Private Cloud, security and bespoke managed solutions.

3. Key Responsibilities

Supporting the Customer

  • Answering inbound calls from clients.
  • Picking up tickets from the second line issue board and managing tickets to closure, it is expected that on average 7 hours will be logged within a shift.
  • Identify where tools, processes and systems are impacting closure rates.
  • Be capable of understanding the number and type of issues you have personally closed and be capable of discussing any problematic tickets with peers and line management.
  • Supporting the customer base with a varied range of technologies including desktop support, email issues, connectivity requirements, printers, telephone systems & 3rd party applications.
  • Keeping the customer and ticket updated with developments.
  • Where required escalating the ticket either within the team or on to the next support level.

Achieving SLA targets

  • Working within your team to ensure all tickets are actioned within SLA.
  • Where tickets are unable to be closed with a first fix, identify further resolution steps and actioned with the client.
  • Monitored activity through various ticket reporting tools.
  • You will be expected to meet or exceed customer expectations with regards to the SLA.

Customer Satisfaction

  • Ensure that the customer is satisfied with the outcome & with their experience of the company.
  • You will need to work to achieve the highest standard of response and identify when assistance is required to achieve this.
  • When required provide information to the service delivery teams by providing information about ongoing tickets and reports relating to customers history.

Documentation & Information

  • By providing regular and effective documentation you will help to maintain and effectively monitor a client’s systems and networks.
  • Accuracy and detail are key to effective documentation it is expected that all relevant documentation will be completed for each ticket worked.
  • Your documentation of an incident will be reviewed when escalating and must provide all relevant information. 
  • All tickets need to accurate reflect the current status and must be closed out once work activities to address the issue are complete.

 

Supporting 1st line team

 

  • Working on issues escalated by the 1st line team, ensuring you maintain the documentation and communication for the issue.
  • Identifying when business critical IT services are impacted and adjusting the ticket priority accordingly.
  • Working within your team to identify the fix and any underling issues that could cause repeat issues. Report this to the Service Desk Manager for review.
  • Communicate any ongoing issues to relevant teams including the 1st Line Engineers to ensure no time is wasted on repeat troubleshooting.
  • Provide feedback to Service Desk Manager on issues that have been escalated including documented fixes for use by the 1st line engineers.

 

Liaising with 3rd party suppliers

 

  • When required raising cases with 3rd party vendors for supported products.
  • Ensure regular updates to the tickets to meet SLA requirements.
  • Where required arrange access to sites or servers for further support.
  • Provide full and clear documentation of the issues to allow for the quickest support.
  • Report progress of ongoing cases to Service Desk Manager.
  • Escalate case with supplier when required.
  • Report and document any action carried out by the 3rd party.

 

 

4.  Department Organisation Structure

Reports to the Service Desk Manager

5. Skills / Interests Required

  • Proven ability to take a lead through the life of a ticket.
  • Able to manage multiple priorities to achieve SLA targets.
  • Passionate about technology & how it benefits businesses.
  • Proactive, can-do attitude.
  • Cloud technologies.

6. Experience Required

  • Previous experience with a ticketing system.
  • Troubleshooting connectivity issues including firewalls, VPN, WAN & WIFI.
  • Windows Server deployment and troubleshooting.
  • Experiencing managing monitoring systems such as PTRG.
  • Storage solutions such as Datacore, VSAN, Nexans.
  • Advanced Windows desktop support.
  • Virtualisation – VMware, HyperV.
  • 1 Years’ experience on a Help Desk.
  • Strong Customer service Ethos.
  • Previous experience with on-prem Exchange and Exchange Online.
  • Network security and cyber security.
  • VOIP & telecommunications support..

 

4. Department Organisation Structure
Reports to the Service Desk Manager5. Skills / Interests Required•Proven ability to take a lead through the life of a ticket.•Able to manage multiple priorities to achieve SLA targets.•Passionate about technology & how it benefits businesses.•Proactive, can-do attitude.•Cloud technologies.6. Experience Required•Previous experience with a ticketing system.•Troubleshooting connectivity issues including firewalls, VPN, WAN & WIFI.•Windows Server deployment and troubleshooting.•Experiencing managing monitoring systems such as PTRG.•Storage solutions such as Datacore, VSAN, Nexans.•Advanced Windows desktop support.•Virtualisation – VMware, HyperV. •1 Years’ experience on a Help Desk.•Strong Customer service Ethos.•Previous experience with on-prem Exchange and Exchange Online.•Network security and cyber security.•VOIP & telecommunications support.