IT Service Desk Engineer Posted 7 days ago - Expires in 1 month
IT Service Desk Engineer
Role: IT Service Desk Engineer
Salary: £16,000-£23,000 depending on experience
Our client offer managed IT support to businesses across the UK.
As an IT Service Desk Engineer, you will be responsible for providing remote support for IT, data, hosting and telecoms networks. This may, on occasion, include providing input to project plans and the provision of on-site break fix works when required.
The IT Service Desk Engineer will also be responsible for the proactive maintenance of customers’ networks and server infrastructure, making full use of the Remote Monitoring & Management (RMM) systems in place.
You will carry out these works in a professional manner using technical knowledge and experience. You shall be aware that, at the time of contact, the customer may be in a critical system outage situation and calm, consultative communications are required at all times.
Key Areas of Responsibility
The key duties and responsibilities of this position are as follows:
Answer support telephone calls and e-mails directly from the customer and work to a target of first time fix of all issues.
Review alerts and data provided by the RMM tool to identify issues and potential issues within the customers’ networks. The issues shall be documented and repaired.
Record all works within the ticketing system, and adhere at all times to the Quality System and the documented processes and procedures.
Record all works completed in an accurate and timely manner.
Provide remote end user training where required.
Provide recommendations for network/system improvements to the Service Desk Manager, Technical Manager, Service Manager or Account Manager.
Communicate clearly and professionally to customer staff at all levels of technical knowledge and authority.
Achieve company objectives and individual targets.
Manage you own workload effectively.
Maintain internal controls and procedures providing recommendations for improvements where applicable.
Achieve operational and quality standards.
This role involves, accurate, regular technical and time reporting. Working proactively on your own initiative and closely with the Service Desk Technical Support Manager in a fast moving industry.
The successful candidate:
Minimum 2 years’ experience within the IT Industry and previous experience within an IT & Telecoms MSP
Excellent Windows operating system knowledge, all versions
Excellent desktop and server knowledge, all versions
Excellent Active Directory (2008, 2012, 2016) knowledge
Excellent Exchange (2007, 2010, 2013, 2016) knowledge
Excellent O365 knowledge
Exposure to virtualisation e.g. VMware, Hyper-V technologies
General networking knowledge e.g. switches, firewalls, routers
CISCO knowledge and experience (desirable, not essential)
CCNA (desirable, not essential)
IP Addressing and routing
Other skills e.g. MAC OS X and Linux (desirable, not essential)
Experience operating in a multi-level support team within an MSP environment preferable
Glu Recruit are an equal opportunities employer.