Culture & Careers

Level 2 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 and provide support to one of our many clients based in London.

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

Main Responsibilities

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;
  • Work closely with the Senior Engineer, sharing information to enable the resolution of issues confidently and effectively;
  • Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge in line with business need;
  • Mentor the Level 1.5 Service Desk Engineer on approach and technical capability to help improve the amount of tickets closed at Level 1;
  • Ensure all time is captured within accurate time entries within the Connectwise Manage PSA tool – submit timesheets weekly;
  • Infrequent Visit to the Data Centre in Milton Keynes – this usually only happens through periods of emergency;
  • Undertake all other reasonable requests.

Requirements

Knowledge & Experience

Essential

  • 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.
  • Supporting multi-site clients (including multi country)
  • Intermediate level of knowledge and application in:
  • MS Windows Server Technologies
  • Exchange Technologies
  • Active Directory

Desirable

  • Firewalls, Router & VPN technologies
  • VMware
  • Office 365

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;
    • All MS Exchange Technologies;
  • PC/Server Hardware – diagnose and upgrade, both hardware and firmware on PC’s – understanding of Raid configurations, iLO, on servers.
  • 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.

 

Desirable

  • Group Policies – Understanding and Basic troubleshoot issues.
  • Firewalls –Cisco FirePower, Cisco ASA, Palo Alto or other next gen firewall experience
  • VMWare – ESXi and Vcenter, Site Recovery Manager, NSX
  • Sharepoint
  • Understanding of Backup technologies, VEEAM desirable, understanding of Cloud Repositories advantageous. Ability to troubleshoot failed backups and copy jobs.
  • Cisco Firewall & Switch technologies – install & configure

Attitudes & Behaviours

Teamwork:

  • Communication
  • Respect
  • Honesty

Improvement:

  • Educating
  • Evolving
  • Analysing

Community:

  • Social Events
  • Culture
  • Charitable Endeavours