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Service Desk Engineer Level-II at Westbourne IT Global Services
London, United Kingdom
Job Descrption
The Service Desk Engineer Level 2 is responsible for providing advanced technical support to our clients and internal teams. This role requires a strong understanding of IT infrastructure and cyber security principles. The ideal candidate will be proficient in troubleshooting complex technical issues, managing support tickets, and ensuring a high level of customer satisfaction.
Key Responsibilities:
• Technical Support:
• Provide Level 2 support for IT-related incidents and service requests.
• Troubleshoot and resolve complex hardware, software, and network issues.
• Escalate unresolved issues to Level 3 support or other relevant teams.
• Cyber Security:
• Monitor and respond to security incidents and alerts.
• Assist in the implementation and maintenance of security solutions.
• Conduct vulnerability assessments and remediation.
• Client Interaction:
• Communicate effectively with clients to understand their technical issues and requirements.
• Provide timely updates... and ensure clients are informed about the status of their requests.
• Deliver excellent customer service and maintain high client satisfaction.
• Documentation and Reporting:
• Document all support activities and maintain accurate records in the ticketing system.
• Prepare regular reports on support activities, incident trends, and client feedback.
• Update technical documentation and knowledge base articles.
• Team Collaboration:
• Work closely with Level 1 support to ensure smooth escalation and resolution of issues.
• Collaborate with the cyber security team to address security-related concerns.
• Participate in team meetings and contribute to continuous improvement initiatives.
Required Qualifications:
• Education:
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience:
• Minimum of 3-5 years of experience in a technical support or service desk role.
• Experience working in a cyber security environment is highly desirable.
• Technical Skills:
• Proficiency in Windows and operating systems.
• Strong knowledge of networking protocols and technologies (TCP/IP, DNS, VPN, etc.).
• Experience with security tools and technologies (firewalls, IDS/IPS, antivirus, etc.).
• Familiarity with cloud platforms (AWS, Azure, Google Cloud) is a plus.
Key Competencies:
• Problem-Solving:
• Strong analytical and troubleshooting skills.
• Ability to handle multiple issues simultaneously and prioritize effectively.
• Communication:
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Customer Focus:
• Commitment to delivering high-quality service and support.
• Empathy and patience in dealing with clients’ technical issues.
• Team Player:
• Collaborative mindset and ability to work well within a team.
• Willingness to share knowledge and assist colleagues.
What We Offer:
• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A dynamic and inclusive work environment
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