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- Tasks: Provide face-to-face and remote IT support, troubleshooting issues for users.
- Company: Join an industry-leading company with a focus on training and development.
- Benefits: Earn up to £34,000 plus bonuses, enjoy 23 days holiday, and personal development time.
- Other info: Inclusive work environment with opportunities for career growth and industry certifications.
- Why this job: Make a real impact by helping users solve their tech problems every day.
- Qualifications: Experience in IT support, strong communication, and troubleshooting skills required.
The predicted salary is between 34000 - 39000 £ per year.
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!
Desktop Support Engineer / 2nd Line Technical Support Technician in London employer: AWD Online
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 in London
✨Tip Number 1
Get your tech skills sharp! Brush up on troubleshooting Microsoft desktop operating systems and customer-specific applications. We want you to be the go-to person for any tech hiccups!
✨Tip Number 2
Practice your communication skills! You’ll need to explain complex tech stuff to non-techies, so make sure you can break it down in a way that’s easy to understand. We’re all about making tech accessible!
✨Tip Number 3
Be visible and approachable! When you’re on-site, make sure you’re engaging with users and showing them you’re there to help. We want you to be the friendly face of our support team!
✨Tip Number 4
Stay organised and manage your time well! Prioritise your tickets and keep track of updates. We know it can get busy, but being on top of your workload will impress everyone!
We think you need these skills to ace Desktop Support Engineer / 2nd Line Technical Support Technician in London
Some tips for your application 🫡
Show Off Your Troubleshooting Skills: When you're writing your application, make sure to highlight your IT troubleshooting experience. We want to see how you've tackled technical issues in the past, so share specific examples that showcase your problem-solving skills.
Keep It Clear and Concise: Your written application should be easy to read and straight to the point. Use clear language and avoid jargon where possible. Remember, we’re looking for excellent communication skills, so let your writing reflect that!
Tailor Your Application: Make sure to customise your application to fit the Desktop Support Engineer role. Mention relevant experiences and skills that align with the job description. This shows us you’ve done your homework and are genuinely interested in the position.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at AWD Online
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Microsoft desktop operating systems and common troubleshooting techniques. Be ready to discuss specific issues you've resolved in the past and how you approached them.
✨Showcase Your Client-Facing Skills
Since this role involves a lot of interaction with users, practice explaining technical concepts in simple terms. Think of examples where you've successfully communicated with non-technical users and how you made their experience better.
✨Demonstrate Time Management
Prepare to discuss how you manage your workload and prioritise tasks. You might be asked about how you handle competing demands, so have a few strategies in mind that showcase your organisational skills.
✨Familiarise Yourself with ITIL Framework
Since adherence to ITIL processes is crucial, make sure you understand the basics of Incident Management and Service Request Fulfilment. Be ready to talk about how you've applied these principles in previous roles or how you would approach them in this position.