Level 2 Service Desk Engineer

Location: London, UK
Salary: £40,000 to £45,000 (DOE) + Benefits
Start Date: ASAP

Please note this role unfortunately does not offer sponsorship.

The Company:
Our client is a Microsoft Gold Cloud Platform and Gold Cloud Productivity Partner and Cloud Solutions Provider (CSP). They specialise in Enterprise Solutions and work closely with clients in in Public Sector. They are one of only five Microsoft Azure BCDR black belt partners in the UK. They are also the global leader in the delivery of Azure StorSimple solutions, ExpressRoute and G-Cloud certified.

The Role:
Our client is looking for an experienced Level 2 Service Desk Engineer to join their team and provide support to one of their many clients based in London. As part of this role, you will be responsible for providing technical software, hardware and network problem resolution onsite to client. Performing problem diagnosis and guiding users through step-by-step solutions in a desktop support-based environment will be a key element of the job. You will also be responsible for providing technical solutions in a user-friendly, professional manner, facilitating one-to-one end user training as required and ensure site technical documentation is maintained at all times. You will be required to work from their client site in London 4 days a week.

You will be responsible for:

  • Logging, and Investigating customer tickets, where possible applying a permanent fix or an agreed workaround to restore service;
  • Providing Level 2 Server, Network, and Desktop Technical Support, diagnosing customer issues, and providing a high level of first time fix;
  • End-to-end ownership of a customer ticket, identifying the underlying cause and managing the implementation of a permanent solution, escalating to a Senior Engineer as necessary;
  • Managing and working to internal and customer SLA’s, escalating any concerns;
  • Managing client expectations through clear communications;
  • Working closely with the customer to maintain and support the infrastructure and the customer’s tickets effectively;
  • Action Hardware and software installations;
  • Creating and maintaining customer specific infrastructure documentation within the IT Glue Knowledge System;
  • Working closely with the Senior Engineer, sharing information to enable the resolution of issues confidently and effectively;
  • Taking responsibility for own continual professional development, ensuring up to date industry and technical knowledge in line with business need;
  • Ensuring all time is captured within accurate time entries within the Connectwise Manage PSA tool – submit timesheets weekly;
  • Infrequent Visit to the Data Centre in Milton Keynes – this usually only happens through periods of emergency;
  • Undertaking all other reasonable requests.

You will have experience in:

  • 2 – 3 years’ experience as a Service Desk Engineer supporting SME’s.
  • Experience of working in a customer facing role
  • Familiar with working to SLA’s to meet both customer and contract requirements
  • Working as part of a wider service delivery function.
  • Configuring, troubleshooting issues using all MS Windows Server Platforms & all MS Exchange Technologies;
  • PC/Server Hardware – diagnosing and upgrading, both hardware and firmware on PC’s – understanding of Raid configurations etc
  • AD – configuring new users, new OU’s, configuring sites and services, resolving issues.
  • DNS – running through the Active Directory based DNS structure to ensure domain entries exist for Domain Controllers, Services and devices.
  • Troubleshooting name resolution issues on endpoints using standard tools.
  • Intermediate level of knowledge and application in:
  • MS Windows Server Technologies
  • Exchange Technologies
  • Active Directory

To apply for this Level 2 Service Desk Engineer Job, please click the button below and submit your latest CV.

Curo Services endeavour to respond to all applications. However, this may not always be possible during periods of high volume. Thank you for your patience.

Curo Resourcing Ltd acts as an Employment Business for contract and temporary recruitment as well as an Employment Agency in relation to permanent vacancies.

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Job Reference: RL6369

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