Culture & Careers

Level 2 Onsite Service Desk Engineer

Description

Although this role has been advertised as Content + Cloud, please note that you would be employed by Mirus, one of the group’s companies.

We are looking for an experienced Level 2 Service Desk Engineer to join our Mirus Team on site and provide support to one of our many clients based in London.

Requirements

Your main responsibilities would be to provide technical software, hardware and network problem resolution onsite to the client. Perform problem diagnosis and guide users through step-by-step solutions in a desktop support-based environment and technical solutions in a user-friendly, professional manner, facilitating one-to-one end user training as required and ensure site technical documentation is maintained.

Ensuring the smooth running of our clients systems and network infrastructure ensuring they get maximum benefits from them. Activities may include:

  • Log, and Investigate customer tickets, where possible applying a permanent fix or an agreed workaround to restore service;
  • Provide Level 2 Server, Network, and Desktop Technical Support, diagnosing customer issues, and providing a high level of first time fix;
  • End to end ownership of a customer ticket, identifying the underlying cause and managing the implementing of a permanent solution, escalating to a Senior Engineer as necessary;
  • Manage and work to internal and customer SLA’s, escalating any concerns;
  • Managing client expectations through clear communications;
  • Work closely with the customer to maintain and support the infrastructure and the customer’s tickets effectively;
  • Action Hardware and software installations;
  • Create and maintain customer specific infrastructure documentation within the IT Glue Knowledge System;
  • Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge in line with business need;
  • Ensure all time is captured within accurate time entries within the Connectwise Manage PSA tool – submit timesheets weekly;
  • Undertake all other reasonable requests.

Requirements / Knowledge & Experience

Essential Knowledge:

  • 2 – 3 years’ experience as a ServiceDesk engineer supporting SME’s
  • Experience of working in a customer facing role
  • Familiar with working to SLA’s to meet both customer and contract requirements
  • Working as part of a wider service delivery function
  • Experience with Microsoft Dynamic operating systems and online services including installation and maintenance
  • Exchange Technologies
  • Active Directory
  • Firewalls, Router & VPN technologies
  • Onsite and offsite backup systems
  • Microsoft Office and 365 services

Desirable:

  • Sage X3 technologies
  • Cloud and traditional Phone systems
  • OneDrive for business
  • SharePoint and SharePoint document libraries
  • Databases – SQL

Essential Skills:

  • Able to communicate verbally and in writing to both technical and non-technical audiences
  • Creative, analytical problem solver with the ability to apply original and innovative thinking
  • Methodical approach suitable to resolution of client requirements
  • Able to manage changing workload and priorities
  • Able to work both within a team and using own initiative
  • Configure, troubleshoot issues using All MS Windows Server Platforms
  • PC/Server Hardware – diagnose and upgrade, both hardware and firmware on PC’s
  • AD – configure new users, new OU’s, configure sites and services, resolve issues
  • DNS – running through the Active Directory based DNS structure to ensure domain entries exist for Domain Controllers, Services and devices. Troubleshooting name resolution issues on endpoints using standard tools
  • IP networks, TCP/IP, DHCP etc, routers, switches, broadband, firewalls
  • Understanding of Backup technologies, understanding of Cloud Repositories advantageous. Ability to troubleshoot failed backups and copy jobs
  • Understanding and Basic troubleshoot issues under group policy