2nd Line Desktop Support Engineer

2nd Line Desktop Support Engineer – Farnborough – £28k – £32k DOE

Our client is a leading and forward thinking organisation within the technology and engineering sector. They have some of the worlds finest and most accomplished teams and we are delighted to be recruiting for a 2nd Line Desktop Support Engineer for their business to assist with their continuing growth and support of their extensive IT function.

To Desktop Support Engineer will provide second line IT desktop support to internal customers, assisting them with hardware and software problems via phone, email or desk side visit.

The key accountabilities of the role will encompass:

• To provide technical support, answering support queries via phone, email, drop-in and to the customers’ desk in a timely manner.
• Handling support calls in a professional manner.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of customer problems and be proactive when dealing with customer issues.
• To log, update and manage all calls via the call logging system relating to the support of all software and hardware
• Attend to and provide support for Video Conference/Live Meeting/Off-site Conference requests.
• Support customers in the use of IT equipment by providing necessary training and advice.
• To own more complex calls to completion where other teams input is required to resolve – both internally and externally.

Experience and Training / Qualifications required:

• Previous experience of working in a busy Service Desk environment
• Windows XP/Windows 7
• Office 2010
• Active Directory
• Desktop Architecture – Lenovo/ Dell/ HP/Canon hardware
• Virus and Patch management
• Experience of Networking
• Experience of working to defined service level’s and service catalogue
• Excellent written and verbal customer service skills

Essential Personal Qualities and Behavioural Requirements:

• Effective interpersonal skills and relationship-building skills
• Strong written and oral communication skills
• Attention to detail
• Enthusiastic and pro-active
• Reliable and flexible
• Customer focussed

The role additionally comes with a very attractive benefits package including generous holiday allowance, pension, health, study support if required, bonus, subsidised canteen and more.

The organisation offers and encourages career progression and there certainly is opportunity to achieve this on a national and international level.

Please for more information – we want to hear why you should be considered for the post today!

Please note that due to high response levels only candidates who meet the essential requirements will be considered and contacted.