2nd / 3rd Line Service Desk Engineer

My client is a well-established IT services company, providing outstanding support to a growing number of clients throughout London. Client retention is high with a large percentage of new business coming from client referrals and has grown by 33% in the last year alone.
The company is also mounting a significant marketing programme to attract new business and putting increasing emphasis on account management to grow business from the existing client base.

1. Job objectives
To be responsible for handling support of service requests, this relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

2. Technical Experience
The job holder will require knowledge of the following:
• Microsoft Windows platforms in particular Windows 7 / 8 / 8.1 / 10
• Microsoft Server 2003 / 2008 / 2012
• Microsoft Exchange Server 2007 / 2010/ 2013 | Troubleshoot mail flow.
• Active Directory / Administration of Group Policy
• Microsoft Office Versions
• Connectivity, including routers, firewalls, and security
• Knowledge of other common software applications
• In-depth knowledge of ConnectWise, Labtech and other applications used by the business
• The processes used in ConnectWise (by completing assigned training materials and blueprints on the ConnectWise University)
• Office 365 / Dirsync
• Strong knowledge of Networking

3. Prime responsibilities
The prime responsibilities of this role will be to:
• Be responsible for handling support of service requests which relate to all technology including; workstations, servers, printers, networks, and vendor specific hardware and software.
• Resolve all client’s technical issues promptly and effectively ensuring high first time fix rate
• Keep clients informed of incident progress, notifying them of impending changes or agreed outages
• To ensure configurations, contact information and assets are kept up to date in real time
• Prioritize and manage multiple tickets at any one time based on priority
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Ensure high customer service, perception and satisfaction
• Responsible for entering time ConnectWise as it occurs
• Enter all work as service tickets into ConnectWise
• Fast turnaround of customer requests (Time To Resolution)
• Effectively scheduling all service tickets both pending and confirmed through CW dispatch portal
• Liaising with the client throughout the lifecycle of the service ticket
• Ensuring that any technical issues on any service ticket are escalated efficiently and resolved promptly either through the Team Lead, Escalations Engineer or the vendor
• Ensuring that the Team Lead is aware of any issues which could prevent a service ticket being delivered as promised
• Ensuring that any genuine opportunities for additional products or services are highlighted
• Identifying recurring incidents highlighting these to the Team Lead
• Constantly seeking ways to improve consistent delivery of service
• Ensure a good working relationship and rapport with other staff members
• Accurately log all service tickets and time spent
• Train and develop junior engineers based on Career Development Plans
• Taking part in Out of Hours work being main point of contact during weekday evenings and weekends on shift pattern
• Working with other 2nd line and 3rd line engineers
• Assisting lower level engineers and get involved in training others