2nd Line Service Desk Engineer - Cambridge

2nd Line ServiceDesk Engineer

£25-30K per annum

Location: Cambridge on site

(Walking distance from Cambridge North train station)

The role

• Working as part of a busy Senior Service Desk team providing remote support by email, telephone or in person on a shift rota between 8am and 6.30pm Monday - Friday.
• Working as part of a busy Service Desk team, providing technical support to clients via email, telephone or in person as well as supporting 1stline team members as a point of escalation.
• Being observant and having a high attention to detail to spot issues before they cause a problem and help guide junior team members with technical support if required.
• Undertaking varied and interesting project work for clients, giving you opportunities to extend your skills and work with other team members in the business.
• Monitoring client's IT services remotely and taking ownership of issues when required.

Core responsibilities

• Work with various cloud service management tools including Azure Active Directory, Office365, SharePoint, Mimecast and other client specific applications.
• Experienced with VMware vSphere 6.5 infrastructure.
• Monitor and troubleshoot IT availability and performance issues and ensure any necessary action is taken using remote supporting tools.
• Manage backup and disaster recovery systems and monitors, including Veeam, AvePoint, DFSR and Backup Assist.
• Support the junior Service Desk team members as a point of escalation for IT troubleshooting.
• Conducting training to the internal Service Desk team on occasion.

What we need from you

• Experience working within an IT helpdesk environment.
• 2+ years' experience using Microsoft technologies for server and desktop support, working with Azure Active Directory and Office 365 management to support end-users.
• An aptitude for good customer service with a friendly and professional attitude.
• A determined and positive problem-solving mindset motivated to see the challenge through to resolution.