Help Desk Support Engineer - Level 2 / Level 3 Support

Navisite is looking for an experienced Help Desk Support Engineer to join our expanding team and work from our Glasgow office. This role is offered primarily as an office-based role, Hybrid working is a possibility in the future.

Job required 24*5 shift

To be considered for this role you should have a minimum of 4 years experience in a similar role.

Responsibilities:

•Provide high quality remote support to our users.

•Ability to work under pressure in a fast-paced environment.

•Possess Strong customer service, analytical, and problem resolution skills.

•Strong communication skills; Excellent English (Written and spoken).

•Ability to be empathic and sympathetic to our users.

•Capturing all interactions and ticket resolutions within our ticketing system Service now to aid trending and continual service improvements.

•Categorizing tickets based on ITIL principles (Incidents and Service Requests)

•Taking ownership of customer issues ensuring the tickets are resolved within a timely manner.

•Troubleshooting issues remotely which may include issues with, Laptops, Desktops, Macs, Monitors, Docking stations, Mobile Phones and Printers.

•Looking to resolve a high volume of calls at first point of contact.

•Escalate tickets to our deskside support team where a remote resolution is not possible.

•Follow high severity and Major incident procedures.

•Collecting necessary information to escalate tickets to the relevant support teams when necessary.

•Contribute to the Knowledge-base when new work instruction or fixes are identified. in our ticketing tool to be customer specific or generic.

The following areas of experience are not essential, but are desirable experience for this role;

•Knowledge of Insurance market Applications such as AIMS,DAM,Atlas,Cascade,Crystal or SSO LIMOSS, Lexis Nexis.

•Working for an organization within the Insurance Sector.

•Analytical application knowledge working with PowerBI, Qlik or Qlik View.

•Experience of working with financial platforms Sage and TruPay.

•Working knowledge of the project management platform Monday.com.

•Manage Engine suite knowledge ( AD Management, Vulnerability Manager, Patch Manager ).

•Mimecast administration knowledge.

•Microsoft Certifications.

Essential Technologies:

•Knowledge of AD, Azure AD, Intune, Autopilot Managed Engine, Office365, Exchange, Exchange Online, Power automate and SharePoint.

•Working knowledge of Service Now, Adobe products and DocuSign

•Knowledge of supporting Windows based and Mac Devices.