2nd Line Support

Heat Recruitment
17 May 2017
16 Jun 2017
Contract Type
Full Time

This is outstanding opportunity to join a highly reputable Managed Service Provider who offer excellent career progression. Due to internal promotions, an opening with the 2nd Line team requires a strong candidate who is well accomplished on a busy helpdesk environment has been created.

Key Responsibilities:

  • To receive, log, prioritise, allocate and resolve Service Desk/Remote Managed Service alerts/calls by or support request from internal and external customers
  • To resolve all calls escalated from 1st line teams
  • To handle and process all calls in line with the defined Service Level Agreements, and current Customer Service procedure
  • To effectively utilise all Service Desk/Remote Management tools, reference materials, the internet, and other resources including other Customer Service’s staff (in-house or on-site) to aid problem research & resolution
  • To liaise with software & hardware vendors, our service partners and third party companies to obtain product information, resolve technical issues, or request service from them relating to logged calls
  • Keep end user advised as to progress of their call and the appropriate action that will be taken to resolve their issue
  • Cover all working shifts required to provide cover the working day as required by Service Desk Team Leader & Service Desk Manager
  • Stay current with system information, changes and updates

Key Skills

  • Good Citrix XenApp 6.0 and 6.5 and Microsoft RDS skills
  • Good troubleshooting of Windows Server 2008 up to Windows Server 2012 R2,
  • Good AD and group policy skills
  • Good desktop management skills in Windows 7 and above
  • Good troubleshooting of backup exec, Veeam
  • HP Servers and SAN management
  • Desired Skills
  • Sonicwall firewalls
  • Networking
  • Strong Hyper-V and VMware 5.0 to 6.0 skills
  • Exchange
  • 2007 - 2016

  • Office 365 troubleshooting and administration skills

If this specific vacancy is not exactly what you are looking for please contact us to discuss other opportunities we may be recruiting for that aren’t necessarily advertised; you can send your CV to this vacancy or contact us directly. Additionally, refer a friend or colleague to us and receive £200 in vouchers if we assist them in securing a new career.

2nd Line Support|Helpdesk| Service Desk| Server|