2nd /3rd Line IT Service Desk Analyst / Field Engineer Ref: 14222

£30,000 - £35,000 DOE

Due to continued success we have an exciting opportunity for an experienced candidate to join our Service Delivery team. As a 2nd /3rd Line Service Desk / Field Engineer you will be responsible for providing both onsite and remote technical support to our vast client base.

The Role:

2nd /3rd Line IT Service Desk Analyst / Field Engineer | IT Consultancy Managed Service Provider.
Within 1 Hour Nottingham NG1
£30,000 – £35,000 DOE

Who we are:

We are a specialist IT consultancy firm serving small and mid-sized professional business in the UK.

We believe that the right technology can transform your business. With extensive experience in both heavily regulated and high-growth industries, we offer a wide range of specialist services to help you select and leverage technologies to deliver desired business outcomes.

Our team of experienced IT consultants support clients both on-site and remotely, using a range of leading technologies provided by strategic partners.

We have particular expertise in strategy and implementation of Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS); integration of cloud solutions; cyber security; risk and compliance management; change management; and agile working practices.

The Role:

You will be responsible for managing onsite technical matters with client IT systems, ensuring SLAs are met. When not providing onsite support, you will carry out the duties of a 3rd Line Service Desk Engineer. The role will involve fault diagnosis and resolution, providing onsite, remote and telephone support for client infrastructure and end-users.

Our ideal candidate will be an experienced Technical Support Engineer from a Managed Service Provider background or within the professional service industry (Legal – Accounting). You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for IT and providing outstanding customer service is essential.

Key Responsibilities:

+ Provide onsite and remote technical support to an extensive client base.
+ To install and maintain IT and communications systems in line with specifications, to ensure client requirements and deadlines are met, and that systems are fully secure.
+ Provide 3rd Line diagnosis and resolution, maintaining a high level of 1st-time fixes.
+ Respond appropriately to technical issues raised, through resolution or escalation.
+ Prioritisation and management of workload to ensure contractual SLAs are met.
+ Log all service tickets received via telephone, email and service portal and handle accordingly throughout the stages of the ticket.
+ To maintain the appropriate client site documentation for each designated client.
+ Provide efficient customer service to a vast client base.
+ Work in accordance with company values, policies, procedures and standards.

Essential Skills and Experience:

Our ideal candidate will be an experienced Technical Support Engineer from a Managed Service Provider background or within the professional service industry (Legal – Accounting) . You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for IT and providing outstanding customer service is essential.

+ Previous experience providing technical support for a Managed Service Provider
+ Excellent problem solving and customer service skills
+ Experience with key technologies, such as:
– Windows Server 2003 – 2019
– Microsoft Office 365 Administration (Exchange, Azure AD, Share Point, Intune etc.)
– Experience of remote desktop technologies ( RDP – VDI )
– PowerShell and Scripting technologies
– Mobile Device Management, SCCM and Application Packaging
– Security products, policies and procedures
– Solid understanding of Backup and Restore technologies
– Advanced VMWare Experience
– Microsoft Office 2003 – 2016
– Windows Desktop XP – Windows 10
– Active Directory and Microsoft Exchange
– OSx Operating systems
– Networking technologies including LAN/WAN
– Installing/configuring printers
– DHCP/DNS
+ A full driving licence is essential

Interested? Apply here for a fast-track path to the Hiring Manager

Your Experience / Background / Previous Roles May Include:
IT Support, IT Field Engineer, IT Managed Services Engineer, IT Service Desk Analyst.

Application notice… We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect we may contact you by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.

If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.