IT Helpdesk Engineer – 1st & 2nd line

Service Desk Engineer   

Fortis are working with a great IT service provider to recruit a service desk engineer to join their team.  The role will be based in the office close to Amersham .  You will be a strong communicator and have excellent customer service skills. You will be troubleshooting a wide variety of technical issues whilst handling 1st & 2nd line tickets. 

This position would suit someone who has experience in 2nd line support working for an MSP supporting multiple clients. This is a Monday to Friday position on a day shift.

The Candidate

• Excellent attention to detail
• A can do attitude with great team working skills
• Experience of supporting and administering the latest Microsoft technologies

The Role

• Manage tickets 1st and 2nd line service tickets in line with SLA's, keeping customers well informed throughout
• Monitor and maintain client infrastructure and systems, responding proactively to alerts.
• Produce and implement change requests for internal and external requirements.
• Support project handovers to service delivery for day-to-day support

Requirements

• 2+ years’ IT support experience working within an MSP environment
• Microsoft 365, Azure, Active Directory and Windows Server skills
• A basic understanding of networking, including IP addresses and routing
• Excellent troubleshooting and problem-solving skills
• Proven customer service skills with great communication skills

The service desk engineer will need to be able to prioritise tasks and organise solutions. 

Due to the clients and the chance to occasionally work on client site you must be able to obtain an enhanced DBS.

If you have worked for an MSP in a support / service role and are looking for a new challenge where you will be able to grow and develop please apply now to find out more.

Key Words – 2nd line support – MSP – Microsoft – service desk – customer focused

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