Service Desk Engineer – 2nd Line 24x7

2022-04-05 11:40:092022-06-14 Hancock & Parsons
Job Type Permanent
Area Studley, UK Studley UK
Sector IT
Salary - £32,000 per Year + £3,500 shift allowance
Start Date ASAP
Job Ref JOB-6005
We are currently working with a Microsoft Partner who are looking to recruit a 2nd Line Service Desk Engineer on a permanent basis. This is a fully office based role as a part of the company's service desk team, providing the interface between customers and the company to ensure that services are consistently delivered to the standard required.
This is a 12 hour shift based role, 4 days on, 4 days off alternating between day and night shifts weekly. 
Key responsibilities for the role include, but are not limited to:
  • Resolving technical incidents logged by clients
  • Providing 2nd level analysis and support 
  • Triage of incidents that come into the 24/7 Service Management Centre
  • Act as a point of escalation for the 1st line engineers 
  • Accurately log and maintain real-time updates for service desk incidents using the service management tool (Service Now)
  • Monitoring process of tickets and providing customer feedback on updates 
  • Maintain knowledge and skills to stay up to date on technology updates 
Education, Experience and Skills:
  • Understanding of ITIL processes 
  • Service Desk support experience 
  • Experience working with ITSM platforms
  • CCNA/JNCIA Routing and switching experience 
  • Exposure to SD-WAN technology, Wi-Fi solutions (Cisco Meraki) and LAN switching
  • Experience with Firewalls (Palo Alto, Juniper and Cisco routers.)
  • Building and configuring routers. 
  • CompTIA Network+, CCNA or JNCIA, NSE4 or PCNSA certifications
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