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For Companies At a Glance
- Tasks: Provide onsite technical support and troubleshoot IT issues for clients.
- Company: Join a multi award-winning Managed Service Provider in the heart of London.
- Benefits: Enjoy a competitive salary, bonuses, training opportunities, and 23 days holiday plus your birthday off!
- Why this job: Be part of an industry leader with a focus on personal development and a supportive work culture.
- Qualifications: Experience in IT support, strong communication skills, and excellent troubleshooting abilities required.
- Other info: Complete an online test to progress in the application process.
The predicted salary is between 34000 - 39000 £ per year.
A Desktop Support Engineer / 2nd Line Technical Support Technician who has good IT troubleshooting and user-facing skills is required to provide onsite deskside technical support for a multi award-winning Managed Service Provider based in the City of London.
SALARY: £34,000 per annum + with up to £5,000 Bonus + Benefits
LOCATION: London
JOB TYPE: Full-Time, Permanent
ONLINE TEST: To be considered you must complete an online test to see how you compare with other applicants. Reach the pass mark and you’ll be invited on to the next stage of the interview process.
JOB OVERVIEW
We have a fantastic new job opportunity for a Desktop Support Engineer / 2nd Line Technical Support Technician who has good IT troubleshooting and user-facing skills. Working as an onsite Desktop Support Engineer / 2nd Line Technical Support Technician you will work at a dedicated client site throughout the week providing face-to-face technical support. When you are not scheduled to attend site you will work alongside the IT Helpdesk / Service Desk Team providing remote support to customers. This is an exciting opportunity to join an industry-leading company that can offer additional training, support and career development opportunities.
DUTIES
- Provide Deskside technical support to end users.
- Log and classify incidents and requests raised in person or via the company’s ticketing system.
- Troubleshoot and resolve issues with Microsoft desktop operating systems.
- Support new starter and leaver process with software and hardware requirements.
- Troubleshoot (and resolve) and/or escalate issues reported in relation to customer-specific business applications. Escalate to software vendors and liaise with them as and when required.
- Ensure you are visible on-site. Be the ambassador for the company at all times, promoting the value of the onsite service.
- Manage your time effectively to achieve the best productivity during the day/week.
- Manage your call queue to the highest standard - prioritise and review regularly to ensure you are on top of the priority tickets and managing competing demands.
- Provide customers with regular updates using the appropriate channels and the company’s service management platform.
- Ensure the tickets information are always of the highest standard (both, detail and quality of the written information).
- Follow the company’s processes for Incident Management, Service Request Fulfilment, Change Management and Problem Management.
- Stay abreast and adhere to ITIL framework (policies and procedures) - make effective use of systems to support quality and efficiency - demonstrate what good looks like to your colleagues in the Service Desk team.
CANDIDATE REQUIREMENTS
- Proven experience in a comparable IT support role with a strong technical background.
- Exceptional client-facing skills, including the ability to communicate effectively and explain technical concepts to non-technical users.
- Excellent written and verbal communication skills.
- Strong troubleshooting skills with the ability to use your own initiative.
- Ability to adhere to established processes and identify when to escalate complex technical issues to meet Service Level Agreement (SLA) requirements.
- Highly effective time-management and organisational skills.
BENEFITS
- Annual Salary up to £34,000 per annum with a bonus up to £5,000.
- Working in an inclusive environment.
- Industry renowned training/certifications (sponsored by the company).
- Personal development time (with the use of Pluralsight training platform).
- Wide range of company benefits.
- 23 days holiday when you start, plus bank holidays, then earn additional days with years of service.
- Day off on your birthday.
- And more!
APPLY TODAY
By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
Contact Detail:
AWD online Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Desktop Support Engineer / 2nd Line Technical Support Technician
✨Tip Number 1
Familiarise yourself with the ITIL framework, as this role requires adherence to its policies and procedures. Understanding ITIL will not only help you in the interview but also demonstrate your commitment to quality service management.
✨Tip Number 2
Brush up on your troubleshooting skills, especially with Microsoft desktop operating systems. Being able to showcase your problem-solving abilities during the interview can set you apart from other candidates.
✨Tip Number 3
Prepare to discuss your client-facing experiences. This role emphasises exceptional communication skills, so think of examples where you've effectively explained technical concepts to non-technical users.
✨Tip Number 4
Be ready for the online test by practising similar assessments beforehand. This will help you feel more confident and improve your chances of reaching the pass mark to move forward in the application process.
We think you need these skills to ace Desktop Support Engineer / 2nd Line Technical Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support roles, particularly focusing on troubleshooting and user-facing skills. Use specific examples that demonstrate your ability to resolve technical issues effectively.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for technology and customer service. Mention your familiarity with Microsoft desktop operating systems and your approach to managing incidents and requests.
Prepare for the Online Test: Since an online test is part of the application process, practice common IT support scenarios and troubleshooting questions. Familiarise yourself with the types of problems you might encounter in a 2nd line support role.
Highlight Communication Skills: In both your CV and cover letter, emphasise your exceptional written and verbal communication skills. Provide examples of how you've successfully explained technical concepts to non-technical users in previous roles.
How to prepare for a job interview at AWD online
✨Master the Basics of IT Troubleshooting
Make sure you brush up on your IT troubleshooting skills, especially with Microsoft desktop operating systems. Be prepared to discuss common issues and how you would resolve them, as this will likely come up during the interview.
✨Showcase Your Client-Facing Skills
Since this role requires exceptional client-facing skills, practice explaining technical concepts in simple terms. You might be asked to demonstrate how you would communicate with a non-technical user, so think of examples from your past experiences.
✨Familiarise Yourself with ITIL Framework
Understanding the ITIL framework is crucial for this position. Review the key processes such as Incident Management and Change Management, and be ready to discuss how you have applied these in previous roles or how you would implement them.
✨Prepare for the Online Test
Before the interview, ensure you complete the online test as it’s a critical step in the selection process. Familiarise yourself with the types of questions that may be asked and practice similar tests to boost your confidence.
