Role: Service Desk Engineer
Pay: £26,000 - £30,000 DOE
Location: Hertford (Hybrid)
On behalf of one of our top clients, a leading managed service provider, we are seeking an experienced Service Desk Engineer to join their expanding team.
Responsibilities:
* All actions completed throughout the day entered in ConnectWise and timesheet will be completed prior to leaving the office
* Answering the telephone and providing excellent customer service at all times
* Correct attire worn always including site visits
* Ensuring you are meeting your set KPI’s and overall the Service Desk Golden KPI’s
* When creating or assigning a ticket all fields to be completed correctly (Customer name, type/subtype, technician assigned)
* Escalate IT issues to the Senior IT Service Desk Engineer/Service Desk Manager where necessary
* Creating/maintaining IT Glue for customers as well as internally
* Providing solutions to the Sales team for customers where asked
* Making recommendations to the Sales team from the Service desk where identified
* Responsible for assisting in the management of the hosted environment and local infrastructure for all customers
* Diagnose and resolve technical issues for our customers as well as internally
* Undertake small to medium-sized IT projects as instructed by the Service Desk Manager
* Ensuring security and upgrades are applied and kept up to date on desktops and laptops for our customers as well as internally
* Ensure all logs for equipment and users are maintained for our customers and internally
* Setting up and configuring new core servers for our customers and internally
* Ensuring all software purchased licensing is recorded and maintained for our customers and internally
* Providing support for MAC and PC for our customers and internally
Other:
* Excellent time keeping (Arriving on time)
* Prepare documents, meeting materials and correspondence
* Perform basic administrative support duties as required to meet specific operational objectives
* Perform miscellaneous job-related duties as assigned by the Service Desk Manager
* Work extra hours to meet deadlines, as required and where reasonable
* Provide assistance as required to the Service Desk Manager
Requirements:
* Helpdesk experience minimum of 12 months
* Windows 10/11 Managed Support
* Printer Managed Support
* Server 2016/2019 Managed Support
* Management of Domains/DNS on GoDaddy/123 Reg etc
* Basic Group Policy Management and Active Directory
* Office 365 Admin Centre / Exchange Working Experience
* SharePoint / OneDrive / Teams • Networking (DNS, DHCP, TCP/IP)
* Cyber Security Solutions (AV, Email Security, Web Filtering)
* Understanding of PowerShell
Desirables:
* MSP (Managed Service Provider) experience 24 months+
* Hyper V / VMWare • VOIP Telephony Support - 3CX/Horizon
* Remote Desktop: Azure WVD / RDS
* MDM Solutions: Intune / Hexnode etc • Creation of new Server Infrastructure, Roles Installed from scratch
* ConnectWise Manage / Automate RMM Tool / ITGlue
* VLAN experience
* Full working knowledge of PowerShell and creation of scripts
If this sounds like it could be the right opportunity for you then please APPLY now.