2nd Line Support Engineer

2nd line Support Engineer

Focus Group Recruitment is seeking a talented Level 2 Service Desk Engineer for our client, a reputable IT service provider. The successful candidate will provide onsite technical support for software, hardware, and network problems, ensuring smooth operations and maximum benefits for the client. This role requires a professional who can diagnose and resolve issues, maintain technical documentation, and offer end-user training as needed.

Position Overview:

As a Level 2 Service Desk Engineer, you will support the Client Management team and assist with various client-facing and internal administration tasks. This includes logging and investigating customer tickets, providing technical support, and ensuring that the client’s network and systems run smoothly.

Key Responsibilities:

Log and investigate customer tickets, providing permanent fixes or workarounds to restore service.

Offer Level 2 server, network, and desktop technical support, aiming for a high level of first-time fixes.

Take end-to-end ownership of customer tickets, identifying underlying causes and implementing permanent solutions, escalating to a Senior Engineer when necessary.

Manage and adhere to internal and customer SLA’s, communicating any concerns.

Manage client expectations through clear and effective communication.

Collaborate closely with customers to maintain and support their infrastructure and tickets.

Perform hardware and software installations.

Create and maintain customer-specific infrastructure documentation within the IT Glue Knowledge System.

Share information with the Senior Engineer to resolve issues confidently and effectively.

Maintain up-to-date industry and technical knowledge in line with business needs.

Ensure accurate time entries within the Connectwise Manage PSA tool and submit timesheets weekly.

Occasionally visit the Data Centre in Milton Keynes during emergencies.

Undertake any other reasonable requests.

Qualifications & Experience:

* Extensive experience as an IT engineer supporting customers.

* Proven experience in a customer-facing role.

* Familiarity with working to SLA’s to meet customer and contract requirements.

* Experience working as part of a wider service delivery function.

* Experience supporting multi-site clients (including multi-country).

* Intermediate level knowledge and application in:

* MS Windows Server Technologies

* Exchange/Hybrid Technologies

* Active Directory management and administration

* Office 365 management and administration

* Excellent verbal and written communication skills for both technical and non-technical audiences.

* High standard of customer-focused personalized support.

* Ability to follow processes and procedures strictly.

* Creative, analytical problem-solving skills with innovative thinking.

* Methodical approach to client requirements resolution.

* Ability to manage changing workloads and priorities.

* Ability to work both within a team and independently.

Technical Skills Required:

* Configuration and troubleshooting of:

* All MS Windows Server Platforms

* All MS Exchange Technologies

* All O365 Technologies

* PC/Server hardware diagnostics and upgrades, including understanding RAID configurations and iLO on servers.

* AD configuration for new users, new OU’s, sites and services, and issue resolution.

* DNS troubleshooting within Active Directory-based structures.

* Basic understanding and troubleshooting of Group Policies.

Apply Today:

If you are a dedicated IT professional with a passion for customer service and technical excellence, we invite you to apply for this exciting opportunity and take the next step in your career as a Level 2 Service Desk Engineer.

Location: Leighton Buzzard

Salary: - £35,000 + Excellent Benefits