IT SUPPORT ANALYST (2ND LINE)

Based: Whitechapel, London (Hybrid Working / 3 days office based)
Type: Full-time
Salary: £34-38k
Eligibility: You must be eligible to work in the UK
The 2nd Line engineer role is an extremely important Customer-facing role at Smartdesc. You postholder will represent the business through daily telephone and video communication with clients and will develop and build strong trusted relationships with our client base by providing excellent IT support through regular communication and customer service.

You will be responsible for remote service desk support services to our London based clients:

• Resolving IT issues and malfunctions
• Assistance with Projects & Migrations
• Creating documentation and guides

Smartdesc places a strong emphasis on being proactive as well providing a high-quality service – setting us apart from our competitors. To achieve this, you will work with your colleagues to help deliver IT improvements and recommendations throughout our clients.
The 2nd Line engineer role is highly technical with a key requirement of good customer service skills. Engineers are expected to be able to take ownership of issues & requests and see it through to resolution or escalation if required. Strong communication skills are essential in keeping clients updated either through written or verbal updates.
The role will work closely with our Greece office and UK colleagues, as well as our Professional Services team who deliver projects and change requests, and our IT Security team, who focus on ensuring clients data and networks are secure.
All issues and service requests are raised through a ticketing system and the engineer is responsible for managing and prioritizing their own tickets and workload, while also ensuring they are adhering to the SLA response and resolution deadlines.
Smartdesc engineers stay in contact via VoIP handsets, Teams telephony, and Microsoft Teams, with the ability to work from anywhere with an internet connection. The successful candidate will have experience working on a Service Desk to KPIs and SLAs and will be used to IT Service Management systems to log tickets, communicate with customers, and track all of their time.
Being part of a close-knit team will enable the successful candidate to develop their skills at a fast pace and settle into a long career with a successful fast-growing young company.

EXPERIENCE AND NON-TECHNICAL SKILLS

• A minimum of two years’ experience in a similar role
• Proficient in verbal and written English
• Experience working as part of a busy team and keeping a constant dialogue flowing.
• Able to follow defined processes such as Change Management & Knowledge Management
• A commitment to knowledge sharing and clear, detailed documentation.
• Can work to strict SLAs, project plans and KPIs.
• Welcoming, personable, articulate, literate, conscientious.
• Able to converse with all levels of colleagues, confidently and honestly, being able to ask for help and discuss ideas and techniques openly and honestly, to build trust with colleagues and customers.
• The ability to explain technical concepts in lay terms without being patronising.
• The ability to multi-task and manage time under pressure.
• Positive attitude to any situation, with the ability to resolve customer problems and requests promptly and efficiently.
• Ability to spot opportunities and improvements that will benefit the end user experience and taking this forward with senior colleagues via suggestions and recommendations.
• Experience working for the non-profit sector an advantage.

TECHNICAL SKILLS

• Strong ability to fault find and problem solve under pressure, remotely using various toolsets.
• Experience working as a remote IT Support Engineer.
• A minimum of two years’ experience in a similar role
• Training and Development in role to include:
• Strong working knowledge of Microsoft 365 both on premise and cloud.
• Working knowledge of Microsoft Azure including Remote Desktop Services.
• Working knowledge of Microsoft technologies – Server / Exchange / Active Directory.
• Knowledge of security technologies and toolsets such as monitoring & BitDefender.
• Knowledge of networking infrastructure – LAN / WAN / DNS / Firewalls etc.

• Resolving IT issues and malfunctions
• Assistance with Projects & Migrations
• Creating documentation and guide