Dedicated Desks - 2nd Line Support Services Engineer - OOH

at  Advania UK

ABOUT US:

We are the tech company with people at heart.
At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft’s leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

POSITION OVERVIEW:

The main purpose of this role is to provide standard technical support required of a Support Services engineer including guidance to end users and Support Services Engineers, whilst assisting the Team Manager (TM) to co-ordinate team activities, working closely aid coordinating team activities, training, scheduling, monitoring, and documentation.
This role offers a 30% shift allowance to compensate for the hours worked.

QUALIFICATIONS, QUALITIES & EXPERIENCE:

• Supporting on the following:
• Azure AD Office 365 / Exchange online or Exchange on Prem
• Office products - MS Teams, MS Package (MS Word, MS Excel etc)
• Active Directory
• Networking (DNS, IPConfigs, release and renew, Winsock resets etc)
• Troubleshooting abilities for share drives, permissions and security groups (creation and Admin)
• Group policies - GPupdate/Force
• Excellent verbal communication skills as well
• Good analytical and technical skills and continually look to improve on this.
• Collaborative workstyle with positive communication and sharing of knowledge and information.
  Click here to explore our company benefits. for the list of benefits.

• Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual, polite and with empathy)
• Take ownership of incidents or requests allocated to the relevant virtual team ticket queue and professionally manage them through to resolution or escalation
• Ask targeted questions to diagnose problems
• Contribute fully as an active team member and ensure personal and team objectives are achieved
• Collaborate with other teams to maintain standards and functionality
• Maintain a professional relationship with clients
• Utilize excellent customer service skills and exceed customers’ expectations · Report potential client facing risks
• Report customer feedback and potential product request
• Maintain your own personal development plan with support from your team leader
• Collaborate with other teams to maintain standards and functionality · Undertake any other tasks as assigned by management
• Availability during your shift hours (which may incur shift & desk rotation)
• Identify incidents, troubleshoot, maintain and support a wide range of systems · Ensure SLAs are met
  In addition to the above, you’ll be comfortable supporting clients, working to agreed timeframes and providing solutions.