Mayflower Recruitment Ltd
2nd Line Support Engineer - London (MSP)
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Job Opportunity: Helpdesk Engineer
Our client is a managed service provider, offering businesses a range of ongoing tailored solutions to increase efficiency, decrease outgoings, minimize system downtime, and boost performance. They are also a Microsoft Solutions Partner, and have an Investors in People Gold accreditation. This is an exciting opportunity to be part of a successful and leading MSP.
We are currently looking for an experienced helpdesk engineer to join our expanding service desk team. The ideal candidate would be someone that is already in a 2nd line role, or an experienced 1st line engineer looking for that next step in their career. You will take a supporting role in the management and resolution of the customers' technical issues, as well as taking a proactive stance in improving the managed services delivered through additional Fitzrovia services and effective Problem Management.
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Essential Experience
- MSP background preferable
- 2-3 years proven experience in an IT support role (1st/2nd line)
- Experience of working to an ITIL framework in a service desk capacity
- Microsoft Windows Server 2016 – 2022
- Microsoft 365 Support for Email, SharePoint, OneDrive, and Teams
- Active Directory Management
- Windows 10, 11 Operating System Support
- Apple OS and Apple Mac support experience
- Microsoft Office Suite
- Backup Technologies such as DATTO, Acronis
- Laptop/desktop and thin client support
Main Tasks and Responsibilities
- Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping the customer informed of progress.
- Record all IT Incidents, Requests, and Problems, ensuring all relevant details are captured in line with Service Desk standards.
- Classify calls accurately with the information provided and prioritize in line with the Service Level Agreement (SLA).
- Investigate and diagnose Incidents by providing first-line telephone support, gathering and analyzing information to identify and resolve a range of technical Incidents such as hardware, software, application, and network Incidents with the objective of restoring normal service as quickly as possible.
- Liaise with third-party suppliers where necessary, logging tickets, and act as a central point of contact.
- Monitoring and tracking Incidents, Requests, or Problems, escalating where necessary to other resolver groups, or line Manager.
- Log and assign tickets and monitor workloads for the other Service Desk team members.
- You will be required to attend our client sites to provide IT Support as directed by your Line Manager.
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