Service Desk Engineer
Amersham/Hybrid (3-4 days Office based)
Up to £28,000 + Benefits
About the Company:
Our client provides end to end digital enablement services, specializing in the delivery of managed and professional services within Four key sectors. Construction, Retail & Hospitality, SME and Education. With over 20 years’ experience, they deliver a full range of technology services from consultancy and design to implementation and ongoing management and support of technology systems and services.
Their goal is to be the best in their field and in order to do so, they require staff members who are keen to learn and adapt with the ever-changing world of technology. A good work ethic and positive attitude are essential attributes. In return, our client can offer a fast paced, nurturing environment that will support your progress and development.
The Role:
* To provide second line support to clients. The role will be a hybrid of home working, office working and visiting client sites when required. You will use the PSA system to log all requests, issues and incidents and maintain full details of the actions taken to achieve resolution.
* To provide First line technical support. This may include:
* Remote access to the client’s machine to resolve problems.
* Utilize the RMM (Remote Monitoring and Management) tools to continually monitor and manage problems as they arise and/or proactively prevent problems arising, working together with the service desk and NOC team.
* To assist with installs, moves, and changes. Physically building, configure, installing or repairing IT services and solutions.
* Provision cloud-based services by utilizing various vendor cloud portals.
* Provide Support for O365 environment – Office/ SharePoint/ Intune etc.
* Log all incidents in the Service Desk system as required/directed and follow ITIL based service desk procedures and processes.
* Take ownership of client incidents and be proactive when dealing with them.
* Follow best practice guidelines toward documentation and details uploaded to our knowledge base
* Liaison with vendors to resolve issues
* Keep the client informed regarding the status of incidents.
* To work on more complex issues under the guidance of level 2 engineer.
* Develop good working relationships with clients and establish a solid understanding of their infrastructure and business needs and issues.
* Routine PSA system administration such as logging time, updating client contact information, etc.
* Consistently document knowledgebase with client information and fixes.
* Working within the guidelines of client specific service level agreements and objectives.
* Advise sales team on procuring IT equipment on behalf of customers
Skills and Person Specification
* Minimum 2 years' experience in IT (Preferably MSP)
* Configuration, support and maintenance of Microsoft Client Operating Systems
* Configuration, support and maintenance of Microsoft Office applications
* Support and maintenance of Microsoft 365 Cloud Services
* Support and maintenance of WAN, LAN and WLAN technologies
* Understanding of PC hardware set-up and configuration
Desirable Skills
* Enhanced DBS