Job Description

The Role

Reporting to the Tier 2 Team Leader, your main duties will be to ensure the progression and swift resolution of calls logged with the Service Desk, delivering a high level of service in line with agreed Service Level Agreements (SLAs) while managing client expectations.

Throughout the service desk process, you will act as the single point of contact for the customer, maintaining ownership of the original fault, providing timely updates, and ensuring that incidents are correctly prioritised and progressed.

This is a demanding and rewarding position requiring excellent customer service skills, the ability to articulate solutions clearly and confidently, and a broad technical knowledge across a wide range of technologies.

Summary of Responsibilities

Administer and support customer IT infrastructure Deliver second-line support Troubleshoot and resolve complex technical issues Plan and recommend enhancements to ensure IT capacity meets current and future business requirements in a cost-effective manner Conduct customer site visits for support and proactive maintenance Perform proactive tasks including Windows patching, network device firmware updates, SNMP monitoring setup, documentation updates, and Office 365 security reviews Complete desktop and laptop setups, as well as other minor implementation projects (either remotely or on-site)

Department Overview

The IT Service Desk team is composed of engineers covering all support tiers, from 1st line apprentices through to experienced 3rd line engineers. A consultancy team is available to assist with specialist tasks but does not work permanently on the Service Desk.

The Service Desk, based in Sidcup, is responsible for delivering IT services and support to over 100 clients across the UK. The successful candidate will collaborate closely with the Sales Team, Account Managers, Consultancy, Business Operations, and other members of the Service Delivery team.

Key Duties and Responsibilities

Handle escalated incidents from the 1st Line Service Desk Administer and maintain customer environments, including Active Directory, Azure AD, LANs, firewalls, Internet access, and Exchange/Office 365 Monitor and troubleshoot server and network performance using monitoring systems Administer backup and disaster recovery solutions Manage relationships with third-party vendors and suppliers Keep operational documentation updated and accurate Attend client sites for issue resolution and scheduled proactive maintenance Participate in out-of-hours and on-call working when required

Technical Skills Required

Strong knowledge of Microsoft Windows Server 2008/2012/2016/2019 (including NLB and clustering) Good knowledge of Hyper-V and VMware ESX Experience managing Azure environments, particularly Virtual Machine infrastructure Strong expertise in Microsoft Exchange Server and Office 365, including SharePoint and Azure AD Skilled in troubleshooting networking protocols and technologies (TCP/IP, DNS, DHCP, routing, VLANs) Good understanding of backup and disaster recovery solutions (e.g., Backup Exec, Datto, Azure) Experience managing Cisco switches and routers Knowledge of cloud telephony systems Familiarity with iSCSI/Fibre Channel Storage Area Networks (e.g., EMC) Experience with scripting tools such as Windows Script Host, VBScript, or PowerShell Strong working knowledge of Microsoft Windows 7-11 Certifications such as MCSA/MCITP: Server Administrator, VCP, or equivalent are advantageous

Person Specification

A strong focus on continuous improvement, both personally and departmentally Team-oriented with a commitment to achieving shared goals Strong communication and mentoring skills Natural problem-solver with excellent troubleshooting abilities Ability to work well under pressure and collaboratively with others Excellent time management and self-motivation skills Innovative thinker with a proactive approach Keeps up to date with industry trends, emerging technologies, and best practices Demonstrates a 'customer first' approach at all times 3+ years' experience in a Helpdesk, Technical Support, or similar role, preferably within a Managed Services Provider (MSP) environment Full, clean driving licence and access to own vehicle required

Note:

This job description outlines the general nature and level of work expected. It is not intended to be an exhaustive list of duties, responsibilities, or qualifications. You may also be asked to undertake additional reasonable tasks as directed by your line manager.

The role reports directly to the Service Delivery Manager.

Job Type: Full-time

Pay: 30,000.00-35,000.00 per year

Work authorisation:

United Kingdom (required)
Work Location: In person

Reference ID: 2ndlineBris