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Job Description: 2nd Line Helpdesk Engineer

Department: Service

Reporting to: 2nd Line Helpdesk Team Leader/Service Director

Company Description

Long established and fast growing and dynamic company providing IT support services. They specialise in IT Support, Cloud and security services. Based in Basildon, Essex, they are a highly motivated organisation operating within a relaxed and friendly environment.

This is an excellent opportunity to join a rapidly growing team within a well-established organisation. Your responsibilities will vary depending on the task at hand, however full training will be provided where required.

Main Duties and Responsibilities

* Provide remote 2nd line IT support to our contracted clients via the phone/email

* Contribute to the maintenance of our IT documentation database

* After identifying the issue, you will talk the user through the required steps to resolve it or escalate to the relevant team as and when necessary

Experienced preferred:

* Excellent all-round problem-solving skills

* Windows 7/10/11

* Networking – IP addressing/DHCP/DNS

* Office 365, Azure, Sharepoint, OneDrive

* Anti Virus Software – Sophos or similar

* Mail Filtering – Mimecast or similar

Personal Characteristics

* Flexible, adaptable and calm when under pressure

* Willingness to learn and self-develop

* Honest and Dependable

* Well-presented, personable, team player

* Customer focused

Please note it isn't expected that the 2nd line engineers to log tickets on our helpdesk system. It’s the responsibility of our customer services department to action any support requests.

Working Hours

A shift pattern on the helpdesk 8:00-4:30 / 9:00-5:30 / 9:30-6:00

Career Path

Progression to either a 3rd Line Helpdesk Engineer or Field engineer (Time frame subject on performance) 70% of staff at some have been promoted and progressed to other roles