Support Desk Engineer

The company are currently going through a significant period of growth and looking to add a level 2 support engineer to their busy support team. 

Job summary and purpose:

  • You will be required to diagnose and resolve level 2 support issues by phone, email & using our remote login software within a timely manner and to demonstrate technical expertise and exceptionally good customer service skills.
  • Analyse customer problems and formulate plans of resolution.
  • Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
  • Assist in evaluating new services, processes and technologies introduced at the helpdesk.
  • Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
  • Work with departmental staff to promote, develop, and maintain high standards of customer service.
  • Escalate unresolved issues to relevant support levels.

The ideal candidate:

  • At least 1 to 1.5 years’ proven experience within a helpdesk role
  • Fluent English Language Skills: Able to communicate with customers on a day to day basis via telephone, email & chat services and is able to ensure they are dealt with in a timely manner.
  • Able to quickly build rapport with customers, colleagues and management
  • Candidates should have a high level of motivation and focus on their daily tasks
  • Candidates are encouraged to seek out opportunities within the business
  • Candidates should be able to demonstrate that they can work in a target driven environment where incidents must be managed within specific SLA’s
  • Demonstrate IT competencies in the following areas;

Microsoft desktop software and applications, Backup & recovery technology (local/cloud)
Office 365 / Azure Cloud, Systems Administration (Active Directory, Group Policy)
Hardware (PCs, laptops, printers/scanners, mobile devices), AV/Anti-Spam/Filtering Software

Preferred Experience

  • Sonicwall
  • Connectwise
  • Automate
  • Office 365
  • Azure
  • Server OS

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