1st and 2nd Line Service Desk Engineers

£15000 - £28000 per annum
09 Jul 2018
06 Aug 2018
Recruitment Genius Ltd
Contract Type
Full Time

This company is currently recruiting for both 1st Line and 2nd Line Service Desk Engineers to be based at its Head Office at Jct. 30, M1. This position will provide technical support to customers within a service desk environment managed by remote access with on-site visits as required.

A good technical knowledge is essential to be able to complete an initial triage and basic first time fix service with the 2nd Line being able to provide an escalation point to 1st Line ensuring incidents and problems are dealt with quickly and efficiently.

A desire to provide exceptional customer service at all times is a must along with an understanding of the commercial goals of the business as a whole.


- Provide 1st or 2nd Line service desk support for incidents related to hardware, software, network connectivity and application services to a wide variety of external customers.
- Manage and own incident tickets via their Autotask ticket management system, providing customer updates to agreed timeframes.
- Triage and resolve incidents to stringent customer defined SLA's.
- Drive service improvement within the service desk to improve first time fix resolution times.
- Communicate clearly, effectively and in a timely manner with all customers.
- Create and maintain accurate documentation within the centralised management database.
- Provide any on-site support to resolve customer service outages as required to meet SLA's.
- Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience and peer to peer mentoring.


- Minimum Level 3 IT qualification and 2 years' experience in a 1st or 2nd Line role within a service desk environment.
- Good knowledge of Windows Server, Virtual environments (VMWare), SQL Server, MS Windows, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus.
- Cloud hosted O365 skills required.
- MS Exchange and Outlook management skills required.
- Knowledge of data backups and schedules including VEAAM and Cloud hosted services.
- Demonstrated PC hardware/software trouble-shooting skills.
- Excellent team player with proven mentoring capabilities.
- Excellent communication and interpersonal skills; professional telephone demeanour.
- Strong customer service skills and attention to detail.
- ITIL knowledge preferred or certification would be desirable.
- Patience, ability to work under pressure and good organisational skills
- The ability and desire to develop the role and make it your own
- Committed to achieve the company vision.


25 days holiday per annum (plus 8 stat bank hols); pension; commitment to professional learning and development; a passionate, supportive, professional team environment.

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