Job Title: IT Service Desk Engineer
Location: Seaford, BN25 1LS
Salary: £22,500 - £27,500 per year based on experience
Job Type: Full time, Permanent
We are looking for the right person to join our small but busy MSP in East Sussex and become a key part of it!
As an IT Service Desk Engineer, you will be responsible for delivering IT support to our clients via telephone and remote assistance. Given the diverse nature of our clientele, you will encounter a wide array of stimulating challenges on a daily basis.
To excel in this role, exceptional proficiency in both verbal and written communication is essential. If you are passionate about technology, dedicated to ensuring customer satisfaction, and willing to learn and thrive as a collaborative team member, we encourage you to apply for this position.
Please note, this is not a remote role and you will be required to commute to the office each day. Once probation has been passed, this can be reviewed at the directors' discretion.
Candidates must live a commutable distance from Seaford BN25 1LS to be considered for the role.
Primary Responsibilities:
* Responding to IT support requests that have been logged in our helpdesk system. This will involve returning calls to customers and engaging with them directly, responding to the helpdesk ticket, and utilising remote support if necessary. It is crucial that we interact with customers in a professional manner and comply with our Service Level Agreements (SLAs).
* Setup of new users in Active Directory, Entra, and 365.
* VOIP phone setup and configuration (training to be provided).
* Document and log all inquiries in the helpdesk system, ensuring each ticket is updated and prioritised accordingly.
* Resolve first and second-line tickets, escalating cases to senior engineers as necessary.
* Maintain adherence to our high service standards and quality benchmarks.
* Demonstrate exemplary communication and time-management skills.
* Operate both independently and collaboratively within a team setting.
* Provide training and mentoring to staff members and clients when needed.
* Perform device setup, repair, and upgrade tasks in our workshop.
* Conduct routine system inspections, implement updates, and apply patches as required.
* Review backup logs vigilantly; address any failures proactively.
* Assist with larger projects when required.
* Work alongside and report directly to the Service Desk Manager.
These responsibilities collectively ensure that our operations run smoothly while delivering outstanding service to our clients.
What we are after:
* Minimum of 2 years' recent experience in IT support roles.
* A logical thinker who is driven, works well in a team, and wants to excel in an IT support-based role.
* Experience with Microsoft Windows Servers (including Active Directory, Group Policies, DHCP, DNS, etc.).
* Familiarity with Windows and Mac operating systems.
* Knowledge of Microsoft 365 Services including Exchange Online, SharePoint, Teams, and OneDrive.
* Experience with Microsoft Azure/Entra.
* Understanding of virtualisation technologies.
* VOIP experience.
* A great communicator and client liaison.
Relevant certificates or qualifications as well as experience working in an MSP environment would be desirable.
Due to the nature of our clients, we will require a clear DBS check of the successful applicant before employment starts.
Benefits:
* Pension scheme.
* Death in service.
* £1000 minimum increase each year.
* Regular pay reviews.
* Celebrate your birthday by having the day off on us.
* Water and soft drinks provided "on tap".
* 6 hours of free phone counselling, per month, if ever needed through our well-being provider.
* Yearly eye tests.
* Smart casual dress and branded polo shirts provided.
* Free Parking.
* Company Events.
Please click on the APPLY button to send your CV and Cover Letter for this role.
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