Service Desk

Technical Engineer

As our Technical Engineer, you’ll have an amazing opportunity work on our Service Desk dealing with SysGroup's customer base.

Job Description

Title: Technical Engineer (2nd Line Service Desk)

Location: Home based, with occasional travel to SysGroup and customer sites

Reporting to: Head of Customer Experience

Position Description

The Technical Engineers serve as the 2nd Line presence within the overall SysGroup Service Desk (which currently consists of approximately 50 engineers, ranging from level one roles up to level four)

Core duties involve standard Service Desk based tasks for the SysGroup customer base, including tickets and calls relating to incident management, break-fix fault resolution, carrying out service and change requests etc. Support and in-scope systems include physical servers, network devices, virtualised environments, and workstations.

As a 2nd Line presence, the candidate will be responsible for supporting and assisting the 1st Line team where required (providing assistance and coaching, or reassigning an open issue directly to themselves to manage), as well as qualifying and escalating any issues requiring 3rd Line involvement.

For the Telford specific 2nd Line role, there is also the responsibility to attend the SysGroup Telford office on occasion (which maintains a data centre presence) and also customer sites in the region, which on-premise services are involved.

Key Responsibilities

To manage and prioritise own workload (i.e. assigned tickets, calls and tasks to ensure customers are kept updated), while being on-hand to assist the 1st Line engineers as a direct escalation channel where required.

Liaise with 3rd Party providers (e.g. connectivity providers) and vendors (e.g. escalations to Microsoft, Cisco or other partners) as part of issue resolution.

Provide coaching/training to 1st Line, to allow the team to manage more issues without the need for escalating.

Provide internal support to the SysGroup Sales Team (Business Development Managers) where information is required relating to a particular customer.

To ensure existing processes and procedures are adhered to (e.g. where authorisations are required from certain customers before carrying out actions, managing major incident processes, and producing incident reports)

Skills & Experience

The ideal candidate will have previous experience working for a previous Managed Service Provider and/or a Technical Support Team

In general, strong experience and familiarity is expected in one or more of the following (with working knowledge of as many as possible being advantageous)

IT Service Management Processes

  • Understanding industry standard terms (e.g. differences between P1, P2 or P3 priorities), exposure to Root Cause Analysis (RCA) and incident management, experience using a Ticket Systems to log and manage issues.

Firewall Management (e.g. WatchGuard’s, Fortinet)

  • Basic understanding of networking, creating port numbers/destination addresses, NAT rules, HTTP/S web blockers, Site-to-site VPN creation (Phases one and two).

Office 365 Administration

  • Forcing AD syncs, converting user mailboxes to shared, migrating Exchange/Hybrid mailboxes into O365, creating/administrating distribution groups, understanding of licensing, running PowerShell for tasks not possible in the web UI (e.g. calendar permissions).

VMware (e.g. vCenter)

  • Adding resources (e.g. RAM), force restarting servers, powering servers on/off.

SharePoint Administration

  • Creating SharePoint sites , changing security permissions, applying best practices, syncing SharePoint sites with file explorer (OneDrive).

Router Configurations

  • Setting up PPPoE, basic understanding of ADSL, Lease Lines and MPLS (and the differences between them), general operational knowledge (e.g. knowing the differences between bridge and router mode).

Though not essential, the successful candidate may hold one or more qualifications in appropriate technologies from one of the following organizations

  • Cisco
  • VMware vSphere
  • Azure, Microsoft / Office 365
  • AWS
  • WatchGuard

Interested? Apply now!

Please send your CV and a covering letter to our People & Culture team