GENERAL SUMMARY:

The Second Line Service Desk Engineer is responsible for handling second line support requests. This relates to all technology, to include: workstations, servers, printers, networks, vendor specific hardware and software, Office 365, SharePoint and other cloud technologies.

Essential Duties and Responsibilities:

• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
• Support of disaster recovery solutions
• Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Remote access solution implementation and support: VPN, Remote Desktop Services.
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages