Service Desk Engineer

Berkeley Square IT; Portishead; On-site; GBP 80,000 - 100,000; Full time

Job description

Shift Rota

Our client UKIT experts, boasting 25 years of expertise, providing top-notch enterprise-level IT services encompassing Managed IT support, Cybersecurity, and Communications, are looking for a Service Desk Engineer.

The primary responsibility of the Service Desk Engineer will be to maintain optimal computer functionality to facilitate end users in completing their business tasks. This entails promptly addressing escalated end-user help requests within defined SLAs, providing assistance, guidance, and escalating issues to Level Service Desk Technicians when necessary.

Operational Management

• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution within our ticketing system.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as required.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Troubleshoot issues with services including internet connectivity, backups and telephony.
• Install antivirus software and ensure virus definitions are up to date. Ensure all patch levels are up to date.
• Perform preventative maintenance, including checking and cleaning of servers, desktops, laptops and other devices as required at both software and hardware level.
• Test fixes to ensure problem has been adequately resolved.

Knowledge & Experience preferred

• Knowledge of computer hardware including desktops, laptops, servers, storage devices and telephony.
• Experience with desktop and server operating systems, including all Microsoft current OS stack.
• Experience with Virtualisation platforms e.g., VMWare, Hyper-V.
• Experience with Active Directory and Office 365 environments.
• Extensive application support experience with all Microsoft applications both on site and cloud based.
• Experience with firewalls, routers, network switches, wireless solutions and access points.
• Working knowledge of telephony and broadband technologies e.g., FTTC, ADSL, FTTP.
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes would be advantageous.
• Awareness of best practice standards within the delivery of IT, against specific security standards such as Cyber Essentials, Cyber Essential Plus, PCI, ISO.