Job Title: Service Desk Consultant – 2nd Line
Location: Newcastle upon Tyne
Salary: £24,000- £26,500
Job Type: Full Time
As a 2nd Line Service Desk Consultant you will be a strong problem solver with great communication skills who has experience resolving complex infrastructure issues and dealing with escalations. You will feel comfortable remotely diagnosing, troubleshooting and resolving tickets in relation to issues with customer infrastructure such as Networking issues, Firewall configuration and storage solutions along with proven experience in dealing with windows server infrastructure. The ability to work in a high paced environment is essential.
To be successful in this role you will take pride in providing an exceptional customer experience whilst having the ability to think logically and solve problems as part of a team or as an individual. As well as infrastructure work there will be times when you will need to provide end user desktop, including but not limited to dealing with third parties for application support, VPN connectivity and general end user troubleshooting. Backup experience in varying technologies would be preferable but not essential.
This is a hybrid role so you will be expected to work from our office a few days per week for regular team collaboration time. Regular travel around the North East may also be required.
Why should I work for TSG?
- Award winning organisation named as one of the ‘UKs Top 100 Best Large Companies‘ and one of the ‘Top 50 Technology Companies‘ to work for. We have also been awarded a 2 star accreditation for ‘Outstanding‘ employee engagement
- Our open and honest culture where feedback is taken on-board and acted upon
- The monthly wellbeing check-ins we complete with all staff and the support provided off the back of those where needed
- Our social events. In addition to regular virtual quizzes and other ad hoc team building events, we launched the very first ‘TSG Festival’ in 2021, Team TSG’s feedback was so positive that we have another amazing all staff festival arranged for 2022
- Two paid CSR days per annum that you can use towards giving something back
- Flexible working policy
- Relaxed dress policy
- Excellent progression opportunities, training and support, including recognised qualifications
Job responsibilities will include, but are not limited to;
- Ensuring customer tickets are responded to within SLA
- Communicating with customers regularly with regards to their incident/change request
- Diagnose and resolve incidents using TSGs remote access tools and verbal instructions
- Updating TSGs ticketing system and technical information repository with detailed notes
- Liaise with partners and third parties to aid in the resolution of incidents
- Act as an escalation point for Service Desk Agents, Apprentices and more junior 2nd line engineers
- Maintain a high-quality service to our customers
- Assist with the mentoring and coaching Service Desk Agents, Apprentices and more junior 2nd line engineers
- Assist in the creation of best practice, new user and leaver guides
Knowledge, Skills & Experience;
Essential:
- An excellent knowledge of a server and networked environment
- Virtualisation experience
- Strong desktop support experience
- Understanding of Firewall, anti-virus and other security technologies
- Experience with Microsoft Exchange and Office 365
- Good customer service skills and the ability to handle customers’ needs effectively in a variety of circumstances
- Ability to tailor style of coaching and training based on individual’s needs
- Ability to build relationships with the wider business
- Excellent telephone manner.
- A good understanding of firewall technologies
- Excellent problem solving and analytical skills with a confident pro-active approach to work
- Ability to work in a fast paced team environment as well as individually when required
- Strong communication and knowledge sharing skills
- Good attention to detail with the ability to maintain a consistent approach
Desirable:
- A minimum of 3 years’ server and 5 years desktop experience is desirable
- Experience working with Cloud based backup solutions
- A good understanding of on-premise Backup technologies
- Hosted telephony experience
- Routing and Switching
- Enterprise Anti-Virus software, e.g. Sophos
- Knowledge on storage (SAN, NAS etc)
Benefits;
- Company bonus scheme
- 25 days annual leave + public holidays
- Life assurance 4 x Salary
- Contributory pension scheme at 4% matched
- Perkbox discounts
- Paid CSR Days
- Company sick pay
- Income protection cover
- Enhanced Maternity and Paternity pay
- Home-based and hybrid opportunities
- Long service benefits including increased annual leave accrued with service
- Cycle to work scheme
- Employee recognition scheme
Candidates with the relevant experience or job titles of: IT Analyst, IT Technician, IT Service Desk Technician, IT Support Technician, Desktop Support, IT Support Engineer, Technical Support, Helpdesk Support Technician, Fault Desk, IT Systems Engineer, IT Systems Technician, IT Systems Support, 2nd Line Support Engineer may also be considered for this role
