2nd Line Deskside Support Engineer

Role: 2nd Line Deskside Technician

Reports to: Delivery Services Manager

5 days on-site

Job Description:

To act as a point of escalation of any technical issues which cannot be resolved by the 1st Line Service Desk Team and provide in-depth diagnosis and technical resolution of application and administrative IT problems through desk side resolution of technical issues.

Key Responsibilities:

• Undertake work and activities which support the achievement of the IT Team objectives and in accordance to the customer’s process and procedures.


• Positively promote the IT Team in order to develop the team profile and that of the wider IT function.


• Participate in internal meetings, as required, in order to share and develop knowledge and best practice.


• Provide ‘end to end’ ownership of all incidents and service requests in order to ensure that problems are resolved effectively.


• Be proactive and ensure that regular status updates are provided to open tickets.


• Build and maintain strong and effective relationships with business users to ensure that service delivery meets their expectations.


• Ensure that high standards of service are maintained and improved upon to ensure continuous improvement.


• Investigate and resolve common desktop issues in order to ensure business continuity.


• Thoroughly investigate issues in order to accurately assess what further action is required and whether the issue needs to be escalated to the 3rd Line Team.


• Support others in the team in the achievement of their objectives.

• Excellent communication skills (written and verbal)


• Keen attention to detail.


• Organised and able to prioritise workloads and workflows.


• Approachable and demonstrate outstanding customer service skills.


• Self-starter who can help to formulate tactical plans to achieve department strategy.

• Experience within the customers related industry,


• Previous experience of working within a multi-vendor environment on complex infrastructure advantageous.


• Demonstrable experience negotiating difficult situations to a successful conclusion.


• Previously worked within a Desk Side environment and understand ITIL best practice.

• ITIL Foundation


• Microsoft Office/Windows 10/365


• Comptia A+

This listing is from Reed. View original listing ↗