Senior Service Desk Engineer

Purpose of the role

To provide technical knowledge and experience to resolve Service Desk incidents and requests tickets. Working in a fast-paced, dynamic environment supporting a multitude of client and internal systems and applications, on premise, in our cloud environment and within public cloud services.

Responsibilities:

• Communicate with clients, end users and 3rd parties via telephone, e-mail and remote support tools to resolve Incidents, service requests and provide regular updates.
• Work as a team with other members of the Service Desk support team to resolve client issues and take full ownership of Service Desk tickets that are escalated to you.
• Partake in an out of hours emergency support rota.
• Utilise our internal Service Desk systems and any other tools required to complete your role.
• Undertake any training required by us.
• Complete full documentation of client and internal systems to the required standard.
• Follow policies and procedures to comply with our ISO20000 and ISO27001 accreditation.
• Management of your own time and resolution of service requests within SLA.
• Complete additional research when required when faced with unfamiliar technologies to resolve client issues in a timely manner.
• Strive for continuous improvement in everything you do.
• Desire to learn and improve your technical knowledge of our catalogue of preferred technical solutions.
• Share your knowledge, experience and work ethic with other members of the teams to aid their own development and exceed our standards.
• To become involved in other tasks/duties as required

Essential experience, skills and qualifications

• At least 3 years experience working in a 2nd line technical support role within an MSP environment, providing support to server infrastructure, end users and line of business applications
• Windows Server Support, Maintenance and Administration, including:
• Active Directory
• GPO Management
• DNS/DHCP
• Advanced Windows 10/11 Support and Maintenance
• Citrix MCS Support/Admin
• Enterprise Mobility + Security (InTune)
• General diagnostic and troubleshooting skills
• M365 Support and Administration
• Virtualisation technologies
• Excellent documentation skills
• General network troubleshooting, including:
• LAN
• WAN
• Wireless
• Firewalling
• IT degree or equivalent
• Clean UK Driving license and own car

Desirable experience, skills and qualifications

• Zero Trust Networking
• OS and Application deployment
• Valid Microsoft Server MCP/MCSA certification
• Valid Office 365 MCP/MCSA
• Azure Administration