Salary: GBP30000 - GBP32000 per annum
Position: IT Service Desk Engineer
Location: Basingstoke
Salary: £30-32k + Benefits
Hours: 7am-7pm covering early, mid, and late day shifts
SC Clearance: Required
Working: 3 days office, 2 days remote.
Environment: Customer support, Incidents, Fault tickets, SLAs, ITSM, Service Desk, Monitoring, Microsoft O365, Microsoft Teams, Audio Visual, Video Conferencing.
Our client, a leading provider of Infrastructure Managed Services, is looking for an experienced Service Desk Engineer to join their busy team.
The Service Desk Engineer’s primary responsibility is to provide a high level of customer service and support to external customers. The role will provide remote support by creating customer incident tickets, identifying problems, troubleshooting issues, and adhering to internal and external SLAs. They will also prepare room equipment for installation, support onsite engineers with testing, and maintain room and equipment records.
This position operates within a secure environment and is expected to protect all internal and external restricted information, policies, and procedures.
Responsibilities:
1. Maintain vigilance with Proactive Monitoring Platforms for Endpoint and Infrastructure Alerts
2. Pre-staging equipment and pre-testing all room kit prior to installations
3. Managing the spares stock and arranging replacement kit and replacements when required
4. Communicate with end users to assist with diagnosing and repairing audio and video issues remotely
5. Managing tickets with a sense of urgency raised on the phone, email, and over IM
6. Scheduling fault engineers
7. Preparing installation paperwork for engineers
8. Supporting onsite engineers with test calls and troubleshooting
9. Ensuring the room records are up to date, updating serial numbers in ServiceNow if equipment is swapped out
10. Creating and maintaining standard operational procedural documentation
11. Working with internal and external resources to ship appropriate hardware
12. Working with vendors analysing faults and pulling off diagnostic logs
13. Testing room accounts
14. Password resets of all Skype and Teams room accounts
15. Working collaboratively with onsite 3rd parties
16. Working with the Major Incident Management team to support daily calls for P1/2 tickets
17. Pursue Research and Training as needed to better support clients and provide technical feedback
18. Participate in root-cause analysis
Required Skills/Abilities:
1. Strong written and verbal communication skills
2. Ability to research, analyse, and compile pertinent data surrounding a video, application, or infrastructure issue
3. Knowledge of Audio/Visual technologies and their functionality
4. Basic understanding of Network Topography
5. Strong customer service skills and the ability to diffuse escalated situations
6. Strong teamwork skills and willingness to learn new skills
Education and Experience:
Mandatory job requirements:
1. Must be willing to apply for security clearances to work with certain customers
2. Able to provide cover when needed for different shift patterns between the hours of 7am – 7pm Monday to Friday (excluding UK Bank Holidays)
Preferred Technical Job Requirements:
1. Strong working knowledge of Video Conferencing standards
2. Troubleshooting of AV systems
3. Microsoft Teams Administrator – MS700
4. Microsoft 365 Fundamentals – MS900
5. Microsoft Collaboration Communications Engineer – MS721
6. ITIL Foundation
Working experience with the following is preferred:
1. ServiceNow or relatable ITSM platform
2. Video hardware manufacturers
3. Microsoft Teams
4. Microsoft O365
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