432+ Reed Jobs

2nd Line Support/Senior Service Desk Operator

Location: Paddock Wood

Type: Permanent

Exciting opportunity for a 2nd Line Support professional to join an established organisation in the Digital Technology sector.

The chosen candidate will have experience in a 2nd Line position or a Senior Service Desk position with an in depth understanding of Windows, Networks troubleshooting and Linux.

Key Responsibilities:

• Provide technical support for Linux, Windows, and network systems.
• Diagnose and resolve complex hardware, software, and network issues.
• Administer Display control systems and Hardware.
• Collaborate with other to ensure cases are managed within our SLAs
• Update documentation of service desk tasks.
• Train and mentor junior service desk staff.
• Participate in continuous improvement to improve the service desk.
• Update cases with detailed case and resolution notes.
• Commission advertising assets and networking hardware
• Monitor all advertising assets throughout the day via webcams and various monitoring systems ensuring issues are detected and cases raised and dealt with within out SLA.

Required Qualifications:

• Tier 2 Service Desk Experience: At least 2 years of hands-on experience in a Tier 2 service desk role, demonstrating a proven track record of handling advanced technical issues.
• Operating Systems Knowledge: Proficient in both Linux and Windows operating systems.
• Networking Knowledge: A solid grasp of networking principles, capable of understanding and resolving network-related issues.
• Customer Service Skills: Excellent customer service, with the ability to effectively address client needs.
• Advanced Problem-Solving Abilities: Excellent at diagnosing and resolving technical problems.
• Strong Communication Skills: Ability to communicate complex technical information clearly and to both technical and non-technical stakeholders.
• Performance Under Pressure: Capable of working efficiently in a dynamic, fast-paced environment, maintaining focus under pressure.