Service Desk Engineer
We are seeking an experienced 3rd line IT Engineer to join a well-established MSP on a full time, permanent basis. The Service Desk Team are responsible for delivering a high level of support to clients, covering a wide variety of packages and platforms.
As the Service Desk Engineer, you will be responsible for:
- Manage and assist with IT service tickets.
- Independently resolve tickets and support other engineers ticket work.
- Write high quality procedures and client communication.
- Manage project tickets - including planning, monitoring and completion.
- Provide 2nd and 3rd line technical support to clients and staff.
- Act as an escalation point for customers and assist other colleagues in troubleshooting and resolution.
- Maintain a high degree of customer service for all support queries and adhere to all service procedures and SLA's.
- Arrange for and work with external 3rd party technical support where problems cannot be resolved internally.
- Demonstrate and apply knowledge and experience with IT SaaS infrastructure and security systems.
- Be available for ticket escalation and resolution.
- Resolve complex hardware/software tickets.
The successful Service Desk Engineer will have the following related skills / experience:
- IT MSP Experience Essential
- Full clean driving license
- Ability to work in a corporate environment
- Experienced level 3 engineer
- M365 - including complex issues
- Laptop build
- Server 2016/2019 etc Group policy, AD, DNS
- Wireless and Network Management