Service Desk Engineer
Maidenhead/Newbury (office based)
£24,000 - £27,000 + Company benefits
About the Company:
Our client was formed in 2010, offering a boutique IT & Communications service. Customer needs are listened to and understood rather than the 'sheep dip' approach to service delivery adopted by larger Services Integrators.
The company is supported by an in-house helpdesk and technical staff with over 75 years of industry experience driving steady growth.
The Role:
* Remote access to clients' machines to resolve problems.
* Utilize tools to continually monitor and manage problems as they arise and/or proactively prevent problems from arising.
* Assist with setting up and resolving issues with customer equipment.
* Log all incidents in the Service Desk system as required/directed and follow procedures and processes.
* Take ownership of client incidents and be proactive when dealing with them.
* Keep the client informed regarding the status of incidents.
* To work on projects under the guidance of senior engineers.
* Develop good working relationships with clients and establish a solid understanding of their business needs and issues.
* Consistently document knowledgebase with client information and fixes.
* Work within the guidelines of client-specific service level agreements and objectives.
The Candidate:
* 1-2 years' experience on a Service Desk or a similar role within an IT support environment.
* A diligent and logical approach to working with strong problem-solving skills.
* An excellent customer-focused approach and commitment to service delivery.
* Ability to prioritize workload.
* Good interpersonal and communication skills, both verbal and written.
* Bring an in-depth knowledge of Windows technologies including Active directory/Entra, Windows Server 2012 and above, Windows Desktop 10 and above, Windows Microsoft Office, Microsoft 365 Administration, System build, deployment and maintenance, Intune and Entra, Experience with MS Teams, Experience with SharePoint On-Line.
Desirables:
* 2 years' experience within an MSP environment.
* Understanding of networking technologies (Routers \\' Switches).
* Understanding of networking fundamentals (DNS \\' DHCP \\' EMAIL etc.).
* Knowledge of ITIL.
* VoIP experience, preferably Gamma.
* Exposure to Meraki, Cisco and Draytek switch, router and wireless infrastructure.
* Firewalls principles.
* Virtualization (Hyper-V, VMware).
* Knowledge and experience with monitoring, antivirus and backup technologies.
* Apple products and support.
* Knowledge of desktop imaging software/services.