Please note that these vacancies are now filled
EvolveODM is experiencing substantial growth and the 2nd Line Service Desk Engineer role is to provide dedicated support to the Company’s clients on a 24/7 basis.
This role is responsible for ensuring that Service Levels are achieved, by providing prompt and effective resolution to incidents and problems that require specialist technical skills to resolve across our client base. They also work closely with the Infrastructure, Operations and Delivery teams to ensure that new systems and services are implemented smoothly and are configured and maintained so that through their lifecycle, they operate in a robust and effective way for the business.
Duties and responsibilities
With guidance and support from the Service Desk Manager and Operations Manager within the Business:
·You'll be expected to carry out a mixture of business as usual and project work for the support desk
Providing detailed advice and guidance to all customers in the effective use of systems, products, and services covered by the team demonstrates knowledge of non-standard situations.
Providing support to 1st Line Service Desk Engineer in the effective use of systems, products, and services covered by the team, demonstrates knowledge of non-standard situations
Act as a technical escalation point on the support desk throughout the scheduled shift
Handle high priority issues that are raised within the support function and maintain responsibility until resolution
Identify and investigate complex problems to diagnose underlying causes and help customers to recover and continue operation
For all requests that cannot be resolved immediately, provides an effective interface between customers and service providers supplying all necessary diagnostic information, according to established procedures
Uses judgment to review active support tickets, monitor progress, and apply escalation procedures for problems not progressing satisfactorily
Ensure to follow the processes for ticket management: opening, updating, passing, resolving and closing tickets, and identify and address through training any knowledge/skills gaps
Management of all customer Incidents and Requests ensuring all calls are resolved within agreed timescales and escalating where necessary
Assist in the training and development of 1st Line Service Desk Engineer
Qualifications
GCSE’s Grade A* - C:
Maths, English and ICT skills and experience with Word and Excel
Skills & Experience
Have 2+ years of experience working within a technical support function
Practical working knowledge of networking fundamentals
Must have experience in troubleshooting network issues, with knowledge of DHCP, ARP, Traceroute, subnetting & VLSM's
Should have hands-on experience with the configuration of equipment, cabling, and device setups
Have the ability to communicate with staff at all levels
Can take ownership of high priority incidents until resolution
Have experience in training and developing staff members
Hardware and software deployment experience
Good attention to detail
Mature in outlook
Discrete
Organised and able to prioritise tasks
Confident and excellent communication skills with a professional telephone manner. You must be able to communicate efficiently with technical and non-technical customers
Ability to demonstrate a practical approach when faced with problems or challenges
Must be committed and willing to learn
Enthusiastic and self-motivated
Excellent timekeeping, reliable and trustworthy
ITIL knowledge – either qualified or working practical knowledge (preferred, not essential)
Networking qualifications (CCNA, CompTIA) are desirable but not essential for this position
Job Types: Full-time, Permanent
Job Type: Fulltime
Benefits:
Company events
Company pension
On-site parking
Private dental insurance
Private medical insurance
Schedule:
12 hour shift
Day shift
Holidays
Night shift
Overtime
Weekends
Experience:
Technical support: 2 years (Required)
To apply and for more information go to the Indeed listing