2nd Line Service Desk Engineer, East, Norfolk, Norwich – Jobs24.co.uk
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2nd Line Service Desk Engineer

Spider & Green Duck

Norwich, Norfolk

Published
07-12-2018
Job ad details
Published
07-12-2018
Expires
04-01-2019
Job ID
329924611
Job type
Full-time
Job sector
Mechanical/Engineering, IT, Telecoms

2nd Line Service Desk Engineer

Ipswich / Bury St Edmunds / Norwich

Salary Competitive

2nd Line Service Desk Engineer Green Duck are looking to recruit a 2nd Line Service Desk Engineer to be based from our HQ in Bury St Edmunds. Were quackers about three things technology, pizza and getting things done. Our client portfolio expands across the UK and Europe, so we are looking for an enthusiastic, customer focused 2nd Line Service Desk Engineer who wants to be part of our highly-skilled, fun team.

Our ideal 2nd Line Service Desk Engineer will be responsible for solving a broad spectrum of customer IT support tickets and incidents by telephone, remotely, in the office or on-site as efficiently and professionally as possible. The role will also involve assisting other team members when necessary, meaning strong communication skills are essential. The 2nd Line Service Desk Engineer will be supported by other roles in the IT Service Delivery Team, to ensure the highest level of service is being consistently delivered to our clients.

Key responsibilities:

  • Ensure all relevant and important information is captured and documented within the IT Service Management System tool 
  • Utilise investigative lines of questioning in order to perform effective and informative troubleshooting activities 
  • Resolve client calls to a very high standard
  • Consistently manager customers with a very high calibre of professionalism
  • Ensure client satisfaction is at the centre of all actions 
  • Ensure that the team is making full use of available resources and be mindful of agreed SLAs
  • Escalation of calls as appropriate
  • Take ownership of calls
  • Perform on-going and pro-active administrative IT tasks, with high levels of integrity

Skills and attributes required:

  • A passion for IT and technology!
  • A "can do" attitude is essential
  • Ability and willingness to learn new skills as required 
  • Excellent troubleshooting skills
  • In depth knowledge of Microsoft Server operating systems and applications
  • Diligent and with great attention to detail and the ability to make decisions based on competing information and pressures
  • A full, clean driving licence and willingness to travel
  • Demonstrable experience within a busy IT Service Desk environment
  • ITIL version 3 qualified or a very good understanding of ITIL best practices
  • Enthusiasm and a customer focus mind-set
  • Strong customer service and communication skills, and the ability to effectively interact with technical and non-technical customers
  • High levels of integrity and quality of service at all times
  • Flexible approach to working hours, including shift and out of hours as required
  • Effective time management and prioritisation skills
  • Strong troubleshooting skills for end-user computing devices (desktop PCs, laptops, printers) and associated operating systems
  • Troubleshooting skills for unified communications and telephony technologies
  • Understanding of networking (i.e. LAN, WAN and VPN), connectivity methods (e.g. Wi-Fi, Bluetooth, RF) and protocols (e.g. TCP/IP)
  • Strong Active Directory/Exchange administration skills
  • Experience in providing small groups of people face to face guidance/training

At Green Duck we love two things innovation and people. Well provide you with a challenging and energetic environment, working with like-minded, awesome people. No day will be the same and we promise to support and nurture you through your journey with us.

We recognise and reward great talent, the successful 2nd Line Service Desk Engineer can expect to receive a competitive salary based on your experience, plus a company-contributed pension, childcare vouchers and regular social events.

If this sounds like your cup of tea, please forward an up to date CV as soon as possible. We would love to hear from you!

This vacancy is being advertised and handled by Spider. The regions Fixed Fee Web Recruiter and Online Job Advertiser. We provide an online recruitment advertising and employee selection service in Suffolk, Norfolk, Essex, Cambridgeshire and beyond.

By applying for this role you give permission for Spider to submit your personal information contained within your CV or any other relevant information provided in order for the prospective employer to review your application for the specific role applied for. Spider Web Recruitment will not submit or use your personal information for any other purposes other than for searching for alternative employment.


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Spider & Green Duck

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Job ad details
Published
07-12-2018
Expires
04-01-2019
Job ID
329924611
Jobtype
Full-time
Job sector
Mechanical/Engineering, IT, Telecoms
Add to saved