2nd Line Service Desk & Field Engineer

Air IT
11 Feb 2018
15 Feb 2018
Contract Type
Full Time
An exciting opportunity has arisen for an experienced 2nd Line Service Desk & Field Engineer to join an award winning managed services provider based in Nottingham. In return we can offer a competitive salary plus benefits, full training with new and emerging technologies plus continual self-development and career progression.

The 2nd Line Service Desk & Field Engineer role will involve working to support, administer, monitor, manage, maintain and troubleshoot technology to provide crucial support to a range of managed clients located locally, nationwide and overseas. Successful candidates will provide remote, telephone and onite support for client infrastructure and end-users. They will be responding for a variety of stimulating requests, including coverage of software, servers, infrastructure and networks.

The 2nd Line Service Desk & Field Engineer is required:

* To respond appropriately to technical issues raised, either via the service desk or directly from the client, through effective prioritisation in order to meet SLAs and to ensure client satisfaction.
* To manage all technical cases effectively to ensure that clients are kept up to date with progress, that each case is handled appropriately, that the status of each case is kept up to date on the CRM system and is closed off as soon as the case is completed.
* To act as an escalation point for technical issues raised on the Service Desk and to provide efficient customer services to a vast client base.
* To provide onsite support for clients where necessary as well as remote support.

The successful 2nd Line Service Desk & Field Engineer will possess:

* Experience of installing, administering and supporting the latest Microsoft technologies including;
* Good knowledge of Microsoft Small Business Server and Microsoft Windows Server
* Good knowledge of Microsoft Exchange and Office 365
* Strong skills in building, configuring, administering and supporting Windows Desktops (all versions from 2003 Server/Windows XP)
* Knowledge of Active Directory, Group Policy, DNS with an active interest in other networking services (Cisco and firewalling knowledge are beneficial)
* Relevant Microsoft Certification or other industry certifications
* Experience of similar job role for a Managed Service Provider
* Excellent customer service skills
* Flexibility to work as and when required outside normal working hours

Please apply online to be considered for the 2nd Line Service Desk & Field Engineer role

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