As our Technical Engineer, you’ll have an amazing opportunity work on our Service Desk dealing with SysGroup's customer base.
Title: Technical Engineer (2nd Line Service Desk)
Location: Home based, with occasional travel to SysGroup and customer sites
Reporting to: Head of Customer Experience
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.
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
Firewall Management (e.g. WatchGuard’s, Fortinet)
Office 365 Administration
VMware (e.g. vCenter)
Though not essential, the successful candidate may hold one or more qualifications in appropriate technologies from one of the following organizations