Service Desk Consultant - 2nd Line (Level 2) - Newcastle upon Tyne

Up to 26.5k + Bonus
Ref: 51 Date Posted: Friday 05 Nov 2021
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Would you like to work for an award-winning company?
Have you got previous experience working in a 2nd Line Service Desk environment?
Are you a strong communicator with a passion for delivering exceptional service?
If the answer is YES then we have a great opportunity for you!

Who are we?
TSG (Technology Services Group) are a Managed IT Services provider covering the whole of the UK. Here at TSG our people have a passion for delivering excellent customer service. We believe in giving our people the tools, training and support they require to excel in their roles with autonomy to make decisions where needed. Our values are based around Quality, Ownership and Passion and these sit at the core of our business, helping us to achieve our mission.
Why should I work for TSG?
It is our people that make TSG what it is and a great place to work. We have an open and honest culture here where we welcome feedback and act off the back of that. As a result, we have recently won six awards in the Best Companies to work for awards 2021. TSG is now officially one of the ‘UKs Top 100 Best Large Companies’ and one of the ‘Top 50 Technology Companies’ to work for. In addition, we have been awarded a 2 star accreditation for ‘Outstanding’ employee engagement, as well as some Regional Awards.

At TSG we have a realistic approach and we care about the health and wellbeing of our TSG family. We love having social events wherever possible and enjoy giving back to the community, as such each employee is entitled to two CSR days per annum. Over the last year TSG has been continuing to raise money for our chosen charity Mental Health UK, so far we have raised over £13,000 across the business completing a variety of challenges. These challenges included a walkathon which seen 100 TSG colleagues walk the equivalent distance from the organisations Team Valley office to Microsoft's Seattle HQ - a huge 9.6 million steps!
Job Purpose & Responsibilities;
As a 2nd Line Service Desk Consultant you will be a strong problem solver with great communication skills who has experience resolving complex infrastructure issues and dealing with escalations. You will feel comfortable remotely diagnosing, troubleshooting and resolving tickets in relation to issues with customer infrastructure such as Networking issues, Firewall configuration and storage solutions along with proven experience in dealing with windows server infrastructure. The ability to work in a high paced environment is essential. To be successful in this role you will take pride in providing an exceptional customer experience whilst having the ability to think logically and solve problems as part of a team or as an individual.
As well as infrastructure work there will be times when you will need to provide end user desktop, including but not limited to dealing with third parties for application support, VPN connectivity and general end user troubleshooting. Backup experience in varying technologies would be preferable but not essential.
Responsibilities will include, but are not limited to;
  • Ensuring customer tickets are responded to within SLA
  • Communicating with customers regularly with regards to their incident/change request
  • Diagnose and resolve incidents using TSGs remote access tools and verbal instructions
  • Updating TSGs ticketing system and technical information repository with detailed notes
  • Liaise with partners and third parties to aid in the resolution of incidents
  • Act as an escalation point for Service Desk Agents, Apprentices and more junior 2nd line engineers
  • Maintain a high-quality service to our customers
  • Assist with the mentoring and coaching Service Desk Agents, Apprentices and more junior 2nd line engineers
  • Assist in the creation of best practice, new user and leaver guides
Knowledge, Skills & Experience;
  • An excellent knowledge of a server and networked environment
  • Virtualisation experience
  • Strong desktop support experience
  • Understanding of Firewall, anti-virus and other security technologies
  • Experience with Microsoft Exchange and Office 365
  • Good customer service skills and the ability to handle customers’ needs effectively in a variety of circumstances
  • Ability to tailor style of coaching and training based on individual’s needs
  • Ability to build relationships with the wider business
  • Excellent telephone manner.
  • A good understanding of firewall technologies
  • Excellent problem solving and analytical skills with a confident pro-active approach to work
  • Ability to work in a fast paced team environment as well as individually when required
  • Strong communication and knowledge sharing skills
  • Good attention to detail with the ability to maintain a consistent approach
  • A minimum of 3 years’ server and 5 years desktop experience is desirable
  • Experience working with Cloud based backup solutions
  • A good understanding of on-premise Backup technologies
  • Hosted telephony experience
  • Routing and Switching
  • Enterprise Anti-Virus software, e.g. Sophos
  • Knowledge on storage (SAN, NAS etc) 
What’s in it for you?
  • 25 days annual leave
  • Life assurance
  • Contributory pension scheme at 4% matched
  • Perkbox discounts
  • Company sick pay
  • Income protection cover
  • Enhanced Maternity and Paternity pay
  • Flexible home-based opportunities
  • Long service benefits including increased annual leave accrued with service
  • Flexible working day policy
  • Relaxed dress policy
  • Cycle to work scheme
  • Employee recognition scheme
  • Fantastic company culture including regular team building events
  • Excellent progression opportunities and training support, including recognised qualifications

If this sound like the role for you, please apply today to be considered.