Service Desk Engineer – 2nd Line 24x7
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| Job Type | Permanent |
| Area | Studley, UK |
| Sector | IT |
| Salary | £32,000 - £35,000 per Year + £3,500 shift allowance |
| Start Date | ASAP |
| Job Ref | JOB-6005 |
- Description
- 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
- 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
