The Larson Group is currently recruiting a Service Desk Engineer / 2nd Line Engineer for a dynamic and forward thinking Managed Service Provider based in Leeds. Our client are currently witnessing a growth period and as such need a customer centric and client facing individual to join the team. We are looking for an energetic, positive and well-presented candidate with drive and personality.

If you are looking for a career opportunity with genuine scope for progression and industry specific training, this is the right role for you.

General Summary

The Service Desk Engineer is responsible for handling first and second level support of service requests. This relates to all technology, to include: Workstations, servers, printers, networks, and vendor specific hardware and software.

Essential Duties and Responsibilities:

  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
  • Support of disaster recovery solutions
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls and security
  • Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
  • Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets
  • System documentation maintenance and review
  • Communication with customers as required; keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:

  • Improve customer service, perception and satisfaction
  • Fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Escalate service requests that require engineer level support
  • Responsible for entering time and expenses as it occurs
  • Enter all work as service tickets

Knowledge, Skills and/or Abilities required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable adjustments may be made to enable individuals with disabilities to perform the essential functions.

  • Advanced understanding of operating systems, business applications, printing systems and network systems
  • Interpersonal skills; such as telephony skills, communication skills, active listening and customer-care
  • Diagnosis skills of technical issues
  • Ability to multitask and adapt to changes quickly
  • Technical awareness; ability to match resources to technical issues appropriately

Skills / Experience that would be beneficial:

  • Windows Server 2003/2008/2012
  • Virtualisation – Hyper V and VMWare
  • Windows XP through to Windows 10
  • Firewalls / Security
  • Networks – LAN/WAN/Routers
  • Financial Systems – I.E. Sage
  • Backup Solutions – Symantec Backup Exec
  • Active Directory
  • SQL Server
  • MS Exchange

For more information contact Jamie MacMillan on 0113 887 2883

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