Service Desk Engineer L2

ABOUT US

Virtual IT Group is a client-centric organisation focused on developing and maintaining long-lasting relationships with our clients. What makes us different? We’re a true partner to your business. We understand that no two businesses are the same, and pride ourselves on understanding our clients to best design, implement and manage their ICT solutions. We don’t just deliver technology; we understand your business goals and objectives, and tailor an IT solution to not only achieve them, but exceed them.

POSITION SUMMARY

The primary objective is to provide exceptional customer service, and remote & on-site technical support to our clients as well as building/maintaining strong relationships expected by a trusted advisor.

POSITION OUTCOMES

• Provide 1st & 2nd Level Technical helpdesk/Service Desk support to all users.
• Provide IT and application support to all users.
• Support and maintain all technology infrastructure.
• Liaise with vendors, suppliers, and support contractors.
• Facilitate Asset Management tasks.
• Manage the implementation of new technology.

POSITION RESPONSIBILITIES

Provides mentoring, leadership and an escalation path to the Service Desk Team, predominantly technical support to clients under the guidance of the Service Desk Team Lead/ Service Delivery Manager and as part of a team. The position involves but is not limited to:

• Customer liaison via email, phone and through helpdesk system (ConnectWise).
• Responding to and resolving phone and email tickets in a professional, timely manner with an emphasis on high quality customer service.
• Keeping abreast of emerging technologies and completing training and ongoing development of your skills as agreed with the Service Delivery Manager.
• Protect organisation's ‘Character’ by keeping internal and external information confidential.
• Embody the company ‘EPIIC’ Values daily.
• Aid in the fulfilment of the organisations Vision & Mission through the completion of all requested tasks within your capabilities.
• Act as an escalation point to any issues encountered by L1 and L2 Systems Engineers.

POSITION COMPETENCIES

• Experience in a client-focused IT technical support role.
• Experience with an MSP preferred.
• Excellent communication skills, both written and verbal, being able to interact with end-users effectively.
• Demonstrated high level of customer service and customer advocacy skills and proven ability to build strong relationships with a range of clients.
• Ability to work independently, yet part of a collaborative team.
• Strong organisational and time management skills.
• Ability to prioritise and multitask in a fast-paced environment.
• Promote a culture of quality customer service in the organization.
• Ability to de-escalate IT issues encountered and communicate with clients on turnaround times and resolutions.

POSITION QUALIFICATIONS

• Technical ability to resolve complex incidents within a technical corporate environment
• Active Directory user and group administration
• Relevant technical training, certifications, and education
• Service Management certifications beneficial (e.g. ITIL)

POSITION EXPERIENCE REQUIRED

• 2-5 years of IT experience supporting Microsoft Office and Windows Infrastructure environments.
• Advanced communication skills.
• Proven experience supporting end users via training and correspondence.
• Demonstrated ability to manage third party vendors regarding system improvements, issue resolution, project timelines, and availability.
• ITIL Certification.
• Experience using systems - including: Office 365, Skype for Business, Teams, Active Directory and Exchange.

POSITION EXPERIENCE DESIRED

• SCCM knowledge desirable.
• Excellent knowledge structuring and maintaining SQL databases.
• Proven applications experience and strong PowerShell scripting knowledge.
• Monitor database performance, implement changes, and apply changes where required.
   

Please note that successful applicants for the role will be required to submit a minimum of 3 references alongside completing a Police [and/or] Working With Children (WWC) check.