Senior Support Engineer (2nd Line Service Desk)

Managed Services · London, Greater London
Department Managed Services
Employment Type Full-Time

At Kocho we believe that specialist UK firms deserve the same experience they would give their own clients. We know that clients want expertise and a high-quality service they can rely on. It goes beyond technology, with us it’s personal. Our relentless commitment to finding the best solution, our sense of pride in helping our clients achieve their goals and our thirst for understanding how technology improves business are what make us successful. Kocho has created an Advanced Digital MSP with Security at the heart of all we do.


To reflect our new vision for the markets we operate in, we’re going through a business rebrand under which we’ll bring together the fantastic cultures we have in our legacy organisations. It’s an exciting transformation and we’re looking for dynamic and ambitious individuals who are keen to join a progressive and similarly ambitious business and develop their career.


Our head office is located in Soho, in the heart of London’s West End and provides a comfortable working environment with flexible collaboration spaces and a fully stocked kitchen and break out area. Early in 2022 we’ll be opening a new office in Cardiff which will follow the style of our Soho space.


Main Responsibilities:

  • Working as part of a fast paced and vibrant Manged Services, Service Desk, interacting with end users requiring support using multiple contact mediums
  • Quickly analysing the nature of queries and customer problems and provide suitable solutions within service level agreements  
  • Establishing and maintaining high levels of incident ownership through incident lifecycle to a satisfactory conclusion
  • Build and maintain a rapport and understanding with end users and their distinct IT environments and configurations
  • Understand and apply appropriate escalations procedures
  • Comply with all company, department and customer policies and procedures to include attending team meetings and completion of administrative tasks
  • Identify opportunities to develop new, improved documentation and procedures
  • Provide cover or deputise for other analysts in their absence either within the same team or across teams
  • Show an outward commitment to actively develop personal knowledge




Person Spec:

Key Performance Indicators

  • Achieving exemplary levels of measured customer satisfaction
  • Progress and resolve Incident and Service Request targets within Service Level Agreement
  • Close attention to administration of tickets and communication with users, managing workload to ensure that all key milestones are met
  • Gather technical knowledge to consistently increase your own skill set and that of the wider team


Skills and Experience:

  • Supporting Microsoft desktop, 2 years
  • Administering and supporting Microsoft Windows server 2008/2012/2016, in an Azure or VMware ESXi, HyperV environment, 2 years
  • Administering and supporting InTune policies, 2 years
  • Administering and supporting O365, with hands on experience of user and license administration, 2 years
  • Administering and supporting Microsoft Exchange, 2007/2010/2016, experience administering mailbox requests, 2 years
  • Network support, (routers, switches, Wi-Fi access points), good understanding of network terminology, diagnostics and configuration, 2 years
  • Knowledge of backup technologies, Azure cloud backup, Asigra and Veeam, 2 years
  • Understands the fundamentals of cyber security and application of policies
  • Experience of using ConnectWise Manage would be advantageous
  • Familiarity with use and administration of IT Glue
  • Working in a ITIL framework, with an understanding of Incident, Problem and Change Management
  • Excellent communication skills, written and spoken
  • Positivity, enthusiastic and supportive individual
  • Proven Customer service skills
  • Ability to take ownership of and progress incidents to resolution
  • Ability to work under pressure, we operate at a high cadence and strive to work well within our SLA’s
  • Strong team player, able to work in a and create a supportive environment for other team members


Desirable skills

  • Linux Server Ubuntu / Redhat
  • AWS
  • PowerShell
  • Sharepoint
  • Mimecast

Thank You

Your application was submitted successfully.

  • Location
    London, Greater London
  • Department
    Managed Services
  • Employment Type