2nd Line Service Desk Engineer at Content&Cloud, Milton Keynes, £Contract Rate

  • Contract Spy
  • Milton Keynes, UK
  • Oct 13, 2021
Duration not stated

Contract 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 2nd Line Service Desk Engineer to join our Mirus Team in Milton Keynes and provide support to one of our many clients.

Meet customer requirements efficiently and strive to resolve client user issues by delivering the right solutions first time, on time, every time. Identification of recurring issues and trends. Problem ownership with clear, concise, customer communication whilst managing expectations. Mentor and support colleagues through knowledge sharing and practical guidance.

Main Responsibilities

Ensuring the smooth running of our clients systems and network infrastructure

ensuring they get maximum benefits from them. Activities may include:

Service Desk Engineer Role

  • Answering inbound calls within an agreed answer time (9 seconds)
  • Log all customer issues, queries, and requests into the ticket management system;
  • Provide level 2 server, network, and desktop technical support, diagnosing customer issues, and providing a high level of first time fix;
  • To action hardware configurations and software installations.
  • Manage and work to internal and customer SLA's, escalating any concerns.
  • Create and maintain customer specific infrastructure documentation.
  • End to end ownership of problem resolution.
  • Managing client expectations through clear communications.
  • Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge.
  • Undertake all other reasonable requests.


Requirements

Knowledge & Experience

  • Previous years experience as a service desk engineer supporting SME's.
  • Previous years experience in a field services role 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.
  • Veeam backup and replication
  • MS Windows Server Technologies (Intermidiate knowledge)
  • Office 365
  • Active Directory
  • VMWare VSphere
  • Firewalls, Router, Switches & VPN Technologies
  • Supporting multi-site clients.

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.
  • AD - configure sites and services, resolve issues.
  • DNS - running through the DNS structure to ensure domain entries exist for DC 's, moving external DNS services around to different IP 's when internet changes.
  • Group Policies - create, breakdown, troubleshoot issues.
  • Firewalls, Routers & VPN's - install, configure & troubleshoot.
  • Citrix Xenapp + Netscaler
  • Cisco / Sonicwall - install & configure.

Attitudes & Behaviours

Teamwork:

Communication

Respect

Honesty

Improvement:

Educating

Evolving

Analysing

Community:

Social Events

Culture

Charitable Endeavours