Service Desk Engineer

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