A leading IT Solutions provider is seeking an experienced 2nd Line Service Desk Support Engineer on a permanent full-time basis to join their growing team in Hampshire. This role is full-time office-based in Fareham with the potential to go hybrid.
The Role:
1. Responding to customer faults and issues raised to the helpdesk either by phone or email, resolving them within SLA.
2. Programming, maintenance, and support of a range of systems including Wi-Fi solutions.
3. Integration of CRM systems.
4. Backup solutions.
5. Delivering training on all offered services.
6. Working to resolve technical customer complaints.
7. Identify potential cross-sell and upsell opportunities with existing customers to pass on to the sales teams.
8. Document all Customer products and services ensuring security and standards are adhered to.
9. Acting as the face of the company and providing top-class industry-leading Customer Service.
Ideally, you’ll have experience of:
1. SIP, including configuration, protocol, and SIP trunking.
2. High level of IP understanding, networking, and VLAN.
3. Microsoft 365 migration and new tenant setup.
4. Cabling to a high level.
5. Hosted and PBX Telecoms configuration and fault finding.
6. Router configuration.
7. Programming, maintenance, and support of Hosted Telephony Solutions – IP Cortex, Gamma.
8. Integration of CRM systems.
9. Programming, maintenance, and support of Virtual PBX.
10. Programming, maintenance, and support of Cabling and Networking, including switches.
11. Access points and point-to-point solutions – Ubiquiti.
12. Programming, maintenance, and support of Routers and Firewalls for Leased Lines and other Connectivity – Draytek, WatchGuard.
13. Wi-Fi solutions – Ubiquiti.
14. Programming and support of Laptops or Desktops – Dell and HP.
15. Programming, maintenance, and support of Servers – Virtual and on-premises.
16. Programming, maintenance, and support of Microsoft 365, Anti-Virus, Remote Management Systems, and Backup solutions.
17. Door entry system programming, maintenance, and support.
18. Fault finding and testing.
19. Training Customers.
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