Onsite 2nd Line Service Desk Engineer

at  Nasstar

WE’RE RECRUITING!

As one of the UK’s fastest growing MSPs, we’re on the lookout for a 2nd Line Service Desk Engineer
Location: Client Site - Woking
Salary: Competitive base + benefits
Job Type: Permanent

ABOUT THE ROLE

We are looking for an enthusiastic and customer focussed On-Site Service Desk Engineer to be the face of Nasstar at one of our key Managed Services customer premises.
You will receive all kinds of queries, and need to ensure you collate accurate and concise information so that you and our resolver groups can quickly and efficiently progress and resolve the incidents.
You will take full ownership of the issue, ensuring the user is updated on progress throughout the lifecycle of the issue, resolving incidents promptly with your own technical skillset where possible.
You will be required to attend customers’ site Monday to Friday based on a 40-hour week. Whilst your place of work will be client site (Woking), you will be asked to travel to other sites based on the customers’ needs.

RESPONSIBILITIES:

Being the in-person contact representing Nasstar

• To answer queries from the customer and their users, ensuring a professional manner is maintained throughout.
• To be approachable and welcoming to users so they fell they can come to you with issues.
• To collate accurate and relevant information about the user’s issue.
• To resolve issues/requests on first contact
• Work collaboratively with 3rd parties to ensure issues are addressed in a timely and efficient manner

Provide remote hands to the service desk.

• Carry out a review on any on-site equipment identifying errors or warning lights.
• Carry out remote hand’s tasks, such as racking/de-racking/moving equipment.
• Provide feedback to remote engineers to enable the resolution of alerts or tickets relating to on-site equipment or issues.

Actively managing and maintaining a list of assigned tickets.

• By ensuring they are regularly updated in-line with contractual SLAs
• Keeping the customer informed and updated with the progression of their issue.
• Ensuring any investigative work is documented in tickets you’re working on
• Being accountable for collecting updates from resolver teams to see the issue through to resolution