Helpdesk Onsite Engineer

Helpdesk Line 2

Office based

Title: 2nd line helpdesk engineer

Monday - Friday 9.00am - 6:00pm

Supporting 80 - 90 customers on a busy MSP environment. Looking for a L2 engineer on a Full time basis.

The scope of services are detailed below, however not limited to the following.

• Ability to work independently and as a team.
• Ability to manage tickets - Autotask ticketing system and ensuring that tickets are kept up to date.
• Confident to configure Switches, Routers and Firewalls.
• Knowledge of administering cloud hosted telephony systems.
• Knowledge and experience of administering Office 365.
• Building and supporting Microsoft Azure, Servers, Office 365.
• Ability to work quickly, provide a high level of quality and communication.
• Travelling to the office and clients sites, covering engineer's holidays.

To review workloads and priorities to ensure prompt completion of tasks to a high standard in accordance with organisational policies and guidance.

Accurately report on weekly store activities and outstanding logged calls and plan ahead for following week and working within SLA's.

Being a team player and assisting peers.

Manage incoming user requests, from the various methods of communication (email, phone and in person) to resolve incidents associated with the support of hardware, OS images, applications, and network connectivity. Ensuring these are logged in the helpdesk for KPI purposes.

Document, track and monitor problem resolution ensuring timely resolution and clear communications with user throughout incident/service request life cycle.

Ensure individual tickets and client records are maintained as directed, adhering to required standards for record keeping and Data Protection/GDPR.

To build and maintain onsite documentation/processes and procedures.

Committed to own personal development, seeking opportunities to grow and develop skill sets in accordance with own personal ambitions and organisational need

Execute daily and weekly technical tasks, including various reports and queries, to help monitor and mitigate user issues.

Liaise with other team members/managers to resolve more complex problems, escalating where necessary.

To carry out thorough and detailed weekend hand over and complete all weekend tasks to the best ability.

Participate as required with Ad-Hoc projects and being involved with after hours work as and when required.