2nd Line Service Desk Engineer

IT Internet and Technology


RecruitGibraltar are currently recruiting for a 2nd Line Service Desk Engineer to join a successful and diverse gaming operation with online betting and gaming websites. Due to their continued success and expansion in the UK and abroad, our client is on the lookout for enthusiastic, innovative and dedicated people who want to begin or continue their career in the online gaming industry. In return our client offers a diverse and exciting working environment and comprehensive training and support that actively encourages our people to develop and work up the organizational structure. In addition, an excellent benefit package is on offer that rewards their employees for their loyalty and hard work.

What is the plan for the 2nd Line Service Desk Engineer role?

The Service Desk Engineer will have a proven track record of working in a busy technical service department. A customer centric person with a passion for IT, IT development and progression, the Service Desk Analyst will have the ability to think outside the box to find excellent resolutions to technical matters related to the IT environment.
Core aspects of the role include responsibility for answering customer enquiries by phone, email and through a dedicated incident handling solution. Excellent communication is paramount, with both customers and peers. All Communication must be completed in a clear and plain speaking way, ensuring understanding of any updates on the progress of incidents and retaining ownership until a mutual resolution is reached.

What will you do as a 2nd Line Service Desk Engineer?

 Providing 1st and 2nd line technical support for hardware and software issues.
 Ensure all calls are logged into the Incident Handling solution and progress notes are added to all calls.
 Ensure that all customers receive a 1st response with 15 minutes.
 Managing the timely resolution of open calls and call actions across all customers.
 Deliver Exceptional Customer Service.
 Proactively managing problem calls through to completion in a timely basis.
 Work well under pressure.
 Proactively working to improve internal processes and hardware requirements.
 Work on multiple issues at the same time.
 Pro-actively identifying potential problems and issues on sites and investigating, taking ownership and putting forward a plan for resolution.
 Identification of potential opportunities to replace or implement new solutions or equipment at sites.
 Liaising directly with the Team Leader about new technologies and market developments.
 Delivering exceptional customer service and demonstrating the ability and desire to go ĎAbove and beyondí for our customers.

What do you know that makes you a great 2nd Line Service Desk Engineer?

A deep understanding of the following technologies is a must:

 Microsoft windows technologies (active directory, Exchange, Win7, Win10)
 Print services
 Networking skills
 VM Ware
 Dell Hardware
 Lenovo Hardware
 Imaging (SSCM, WDS)
 Printer setup (Dell/HP)
 Mobile devices (Apple/Android)
 MS Office
 Remote admin
 Browser technologies (IE/Chrome)
 Apple Mac troubleshooting skills
 Cisco Skills (VOIP, Networking, General Telecoms)
 Symantec EP
 MS Exchange
 Airwatch
 SharePoint
 Office 365

Technical Skills:

 Desktop PCís and Operating systems (Windows 7, Windows 10)
 Apple OS X
 Networking and firewalls
 Server configuration and support
 Very strong all round technical competence
 Anti-virus software management and deployment
 Back up technology
 Server Installation
 VM Ware Horizon
 IT Security
 Active Directory

Salary £25k - £26k based on experience with bonus, an excellent relocation package and private healthcare.

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