2nd Line Service Desk Engineer – 10442

Website Proactive IT


£40k per year

Job Title: 2nd Line Service Desk Engineer

Location: Epsom

Fully Onsite Monday – Friday 5 days a week on site

Salary: £40,000

Reports to: Service Desk Manager

Principal Task: Providing IT support to end users. Provide first response and analysis on incidents and follow through resolution.

Key skills

Virtualisation skills/Knowledge

VMWare Horizon

– Handle incoming requests and changes to the Service Desk via telephone, e-mail, and ticketing system to ensure courteous, timely and effective resolution of end user issues within SLAs

– Demonstrate flexibility to enable the team to cover core hours of support (8am-6pm, Monday to Friday).

– Act as SMEs on fields of expertise, and / or escalate to 3rd line, supervisor, or team leader and service desk manager, as required

– Administer and maintain, the corporate estate, (workstations, servers, BYOD, MDM, O365, SaaS & on prem Applications, Azure, etc)

Key Skills & Experience

– Minimum 3 years previous experience in a similar role as a 2nd Line Support in an SLA, CSAT, ITIL driven environment

– Experience with desktop and server operating systems, O365, SaaS, MDM, and other tools of the trade

– Working understanding of Active Directory, Exchange, and Microsoft 365, GPO, basic networking, Virtualisation (VMware preferably)

– Proven written and verbal communication skills

– Proven analytical and problem-solving abilities

– Knowledge of computing hardware, including PCs, Servers, mobile devices, and laptops

– Out of the box troubleshooting, ability to combine information while understanding the larger scale situation, and skills to communicate with non-technical resources of every level

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. 

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