Service Desk Engineer
Monday to Friday 8am – 4pm
Salary up to £27,500 per annum + excellent benefits
St David Recruitment Services are delighted to be recruiting on behalf of a growing SME based on the outskirts of Cardiff. Having provided excellent levels of service since 2003, our client have established themselves as a prominent and respected managed services provider across the UK.
Due to an internal restructure, they are now searching for an experienced 2ndLine Service Desk Engineer to join their team. Ideally, you will have already worked at 2ndline level, but candidates who are looking to progress into a 2ndline role will also be considered.
Our client are big on staff development and training, and they endeavour to make their staff feel valued. As a result, you will have unlimited free access to various training courses and certifications as well as time off to study if necessary.
Skills and Competencies Required:
·Strong working knowledge of both Microsoft and Apple based operating systems.
·Strong working knowledge of Microsoft Office applications with an emphasis on the Office 365 product suite.
·Working knowledge of Windows Server administration (Windows Server 2012 R2, Server 2016, Server 2019) and associated core roles including but not limited to Active Directory, Group Policy, RDS & RemoteApp.
·Working knowledge of supporting and administering Microsoft Office 365 tenant accounts.
·A strong understanding of computer hardware including but not limited to PC components, printers and other peripheral devices (Certified to CompTIA A+ desirable)
·A basic technical understanding and ability to troubleshoot IT networks and associated infrastructure (ping, tracert, nslookup, etc).
·A basic understanding of WAN connectivity technologies such as ADSL, VDSL, Ethernet.
·PSA/RMM Tools (Autotask, Continuum, IT Glue)
·Full UK drivers’ licence
·Experience of working in a similar role
·Excellent Customer Service & Engagement levels
·To be the first point of contact for inbound reactive Service Desk enquiries (by telephone and email), providing immediate technical support and resolution where possible.
·To ensure that all incoming technical enquiries are correctly and accurately logged within internal call-logging and ticketing systems.
·To install/configure software remotely to end-user workstations where required.
·To support and troubleshoot client application and line-of-business software, liaising with third-party vendors where appropriate.
·To configure, support and troubleshoot hardware for end-users where required, including but not limited to printers, scanners, mobile devices, etc.
·To carry out day-to-day user administration/troubleshooting including but not limited to adding/editing/removing users, password resets & permissions changes.
·To setup, configure and troubleshoot VPN’s for end-users.
·To assist end-users with connectivity issues (WLAN, LAN, etc)
·To identify, log and react to (or escalate where appropriate) monitoring alerts generated from across the customer estate.
·To remotely provision new devices for end-users as part of their onboarding process.
·To administer cloud-based SPAM filtering solutions including whitelisting, blacklisting, quarantine release, etc.
·To administer client security software such as anti-virus, web filtering, etc.
·To support VOIP telephony systems and handsets
·To support and remediate end-user errors including but not limited to lost files, settings, customisations, etc.
·To carry out preventative maintenance across the client estate.
·To work as part of a team to provide a high-quality support service appropriate to the needs of all end-user companies and their employees.
·To maintain the highest degree of customer service for all support queries and adhere to all service management principles and processes.
·To take ownership of end-user technical issues and be pro-active when dealing with day-to-day technical requests.
·To escalate more complex support requests to the relevant second/third line support personnel.
·To carry out daily client systems checks, reporting to the relevant support personnel where necessary.
·To maintain a consistent and thorough level of documentation across both service delivery and client configuration documents.
·To keep up to date with advances and practices in key technical areas as aided by the company continued professional development (CPD) programme and individual training plans.