Microsoft | Virtualisation | VMware | Citrix | Storage
We are currently recruiting for a 2nd Line Support Engineer for a rapidly growing Managed Service Provider based in Birmingham. This is a superb opportunity to gain excellent learning, development and career opportunities as the company is going through substantial growth! The successful applicant will gain exposure to the latest cutting edge technology, this includes the Microsoft stack, Virtualisation and Enterprise Storage.
Key Responsibilities: Maximise the use of all in-house systems to be a key member of a highly customer focused and professional Service Desk function.Work with your colleagues on the Service Desk to effectively monitor customer systems and network performance, answer incoming calls, process alerts and manage Incidents and Service Requests.
Communicate fully and effectively with customers throughout the incident lifecycle, ensuring that at all times the customer is fully aware of the status of their incident or service request.Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.Work from or travel to customer sites to provide extended Service Desk services to the customer beyond that provided from our office locations as required.
Provide Problem Management by using all the information to hand to identify, prevent or resolve either ongoing or potential issues that would adversely affect a customer.Key Skills: Microsoft Windows Operating Systems inc. Active Directory, Group Policy.Virtualisation (e.g. Vmware, MS Hyper-V)CitrixMicrosoft Exchange