Service Desk Engineer

Service Desk Engineer

Location: Coventry - Office-based

Reports to: Support Team Leader

Salary - £36,000 + package

My client are an established and growing Managed Service Provider who are seeking a Technical Engineer to join their IT Services team. This role is ideal for an experienced IT Support engineer who enjoys solving complex technical issues, supporting a wide range of technologies, and working closely with both clients and internal teams. You will provide advanced technical support across infrastructure, cloud platforms, networking, and end-user systems, ensuring the smooth operation of client IT environments. The position involves both remote support and on-site client visits, offering exposure to a diverse range of technologies and environments.

Key Responsibilities:

• Provide technical support for incidents and service requests, resolving complex infrastructure and end-user issues
• Troubleshoot and maintain servers, networks, cloud platforms, and endpoint systems
• Escalate complex issues when required while ensuring SLA targets and customer experience standards are met
• Deliver on-site technical support, including installations, maintenance, and troubleshooting
• Maintain accurate documentation, knowledge base articles, and ticket records in the service management system
• Work closely with support technicians, senior engineers, and service teams to ensure seamless service delivery
• Assist with mentoring and supporting junior engineers, helping develop their technical skills
• Conduct root cause analysis to identify recurring issues and support continuous service improvement
• Represent the organisation professionally when interacting with clients

Technical Skills & Experience:

• Microsoft 365: Exchange Online, SharePoint, Teams, Entra ID (Azure AD)
• Operating Systems: Windows Server, macOS
• Active Directory: User & group management, GPOs, permissions
• Networking: TCP/IP, DNS, DHCP, VPNs, firewall technologies
• Virtualisation & Remote Access: Hyper-V, Remote Desktop (RDP)
• Endpoint & Device Management: Endpoint management tools, hardware and software troubleshooting
• Cloud Platforms: Microsoft Azure fundamentals

Certifications (Desirable)

• Microsoft 365 Fundamentals
• Microsoft Azure Fundamentals
• CompTIA A+, Network+, Server+
• CompTIA Tech+
• ITIL v4 Foundation