IT Service Desk Engineer

Service Desk Engineer (1st/2nd Line)

We are working with a leading IT service provider that is looking for a skilled Service Desk Engineer (1st/2nd Line) to join their team. This is an exciting opportunity to be part of a dynamic and fast-paced environment, providing high-quality IT support and solutions to a diverse client base.

Responsible to

This role reports directly to the Operations Manager/Service Desk Manager.

Duties/Areas of Responsibility

The position will involve the following areas of responsibility:

• All actions completed throughout the day entered in ConnectWise and timesheet will be completed prior to leaving the office
• Answering the telephone and providing excellent customer service at all times
• Correct attire worn always including site visits
• Ensuring you are meeting your set KPI’s and overall the Service Desk Golden KPI’s
• Escalate IT issues to the Senior IT Service Desk Engineer/Service Desk Manager where necessary
• Creating/maintaining IT Glue for customers as well as internally
• Making recommendations to the Sales team from the Service desk where identified
• Diagnose and resolve technical issues for our customers as well as internally
• Undertake small to medium-sized IT projects as instructed by the Service Desk Manager
• Ensuring security and upgrades are applied and kept up to date on desktops and laptops for our customers as well as internally
• Ensuring all software purchased licensing is recorded and maintained for our customers and internally
• Providing support for MAC and PC for our customers and internally

Other

• Excellent time keeping (Arriving on time)
• Prepare documents, meeting materials and correspondence
• Perform basic administrative support duties as required to meet specific operational objectives
• Perform miscellaneous job-related duties as assigned by the Service Desk Manager
• Work efficiently to meet deadlines and tasks set
• Provide assistance as required to the Service Desk Manager and internal team
• Ensure your workspace and office is kept tidy

Minimum Experience/ requirements

• Service desk experience minimum of 12 months (ideally 24 months)
• Full driving licence and car
• Windows 11/ Mac OS Managed Support
• Printer Managed Support
• Server 2022 and above Managed Support
• Management of Domains/DNS
• Group Policy Management/ Active Directory and Intune Management
• Office 365 Admin Centre - SharePoint / OneDrive / Teams
• Networking (DNS, DHCP, TCP/IP, VLAN experience)
• Cyber Security Solutions (AV, Email Security, Web Filtering)
• Understanding of PowerShell scripts

Additional Useful Knowledge

• VOIP Telephony Support - 3CX/Horizon/Teams
• Azure Virtual Desktop / Terminal Server and RDS
• MDM Solutions: Hexnode and others
• ConnectWise Manage
• Cisco
• Copilot

Special Requirements

• Adhere to company protocol as laid out in the Company Handbook
• Additional responsibilities as requested by the Service Desk Manager
• ISO 27001 and 9001 awareness including Information Security Awareness

If you’re an experienced Service Desk Engineer looking to take the next step in your career, we’d love to hear from you. Apply now to be considered for this exciting opportunity!