Service Desk Engineer
Maidenhead/Newbury (office based)
About the Company:
Our client was formed in 2010 offering a boutique IT & Communications service. Customer needs are listened to & understood rather than the ‘sheep dip’ approach to service delivery adopted by larger Services Integrators, all supported by our client’s in-house helpdesk and technical staff. Our client now supports over 275 UK organisations, from start-ups to FTSE 100 listed organisations and have a senior management team with over 75 years of industry experience driving steady growth.
The Role:
* Remote access to the client’s machine to resolve problems.
* Utilize tools to continually monitor and manage problems as they arise and/or proactively prevent problems 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 engineer.
* 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.
* Working 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.
* Diligent and logical approach to working with strong problem-solving skills.
* Excellent customer focused approach and commitment to service delivery.
* Ability to prioritise workload.
* Good interpersonal and communication skills, both verbal and written.
* Bring an in-depth knowledge of Windows technologies including:
- 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
* 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.
* Knowledge and experience with monitoring, antivirus and backup technologies.
* Apple products and support.
* Knowledge of desktop imaging software/services.
Seniority level
Associate
Employment type
Full-time
Job function
Engineering, Information Technology, and Analyst
Industries
IT Services and IT Consulting, IT System Training and Support, and IT System Operations and Maintenance
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