Key Responsibilities for the 2nd Line Service Desk Engineer:
- Managing multiple tickets and projects simultaneously.
- Assisting with technical support requests within the team.
- Keeping the company's IT documentation fully up to date.
- Meeting and exceeding established SLAs.
- Ensuring clear communication with both customers and internal staff.
- Reporting directly to and working closely with the senior management team.
- Handling office-based duties and conducting onsite works when required.
Skills Required for the 2nd Line Service Desk Engineer:
- Proven experience in a 1st/2nd Line Service Desk role.
- Technical knowledge of Microsoft systems (AD, Windows Server, DNS, DHCP, NPS).
- Experience with networking tools (Firewalls, Switches, Routers, Wi-Fi).
- Exposure to Cloud, Storage, and Virtualisation (Azure, Office 365, SharePoint, NAS, VMWare, Hyper-V).
- Ability to work independently and handle a pressurised ticketing environment.
- Exceptional customer service and engagement skills.
- A full driving licence is preferred.
Please apply as directed!