1st Line Service Desk Engineer FTC

Kerv; Greater London; Hybrid; GBP 24.000 - 30.000; Vollzeit

Benefits dieser Stelle

Hybrid work arrangement

Client site visits

Zusammenfassung

Kerv Connected Cloud is seeking a proactive 1st Line IT Service Desk Engineer to join our Central London team. You’ll be the first point of contact for IT issues, delivering efficient support, incident handling, and documentation in a hybrid setup with client site visits.

The role emphasizes strong communication, technical knowledge across Windows/Mac, Office 365, and Intune, plus familiarity with networking basics. 3-month FTC with potential for permanence.

Qualifikationen

• First-line IT service desk experience or MSP background preferred.
• Proactive problem solving and strong communication with clients.
• Experience handling incidents, service requests and documentation.

Aufgaben

• Log and classify incidents and requests via ticketing system.
• Provide initial investigation and respond to issues within SLA.
• Escalate complex cases to senior teams when needed.
• Maintain accurate incident records and knowledge base articles.
• Support clients with hardware and software issues (Windows, Mac).
• Travel to client sites in London area for on-site support.

Kenntnisse

Windows OS

Mac OS

Office 365

Intune

Autopilot

SharePoint

Networking basics

Ausbildung

CompTIA A+

ITIL Foundation

Tools

HP Aruba

Arista

Cisco Meraki

Jobbeschreibung

Please note: Hybrid working role will require regular office / site attendance in Central London (2-3 days a week). This is a 3 month Fixed Term Contract role with a possibility to be a Permanent role.

About Kerv Connected Cloud

You’llbepart of the Network Security/Service Desk Operations team atKervConnected Cloud.
TheConnected Cloud team brings together deepexpertisein cloud,networkingand managed services to help organisations modernise and run their infrastructure with confidence. From data centres to branch networks and cloud platforms,wedesign secure, automated environments that are built to scale.It’sall about creating resilient foundations that keep businesses connected, supported and ready forwhat’snext.

All about You

We are seeking a proactive and customer-focused 1st Line IT Service Desk Engineer to join our dynamic team. The successful candidate will be the first point of contact for all IT-related issues and requests, providing efficient and effective support to our clients. This role requires excellent problem-solving skills, a strong technical background, and the ability to communicate effectively with clients and team members. A key aspect of this role is maintaining a positive customer experience and building strong relationships with clients, whilst maintaining accurate records of support requests.

The Role

Incident Management:

• Log, categorise, and prioritise incidents and service requests received via phone, email, or ticketing system.
• Provide first-line investigation and diagnosis, resolving incidents where possible in line with the SLA.
• Escalate complex or unresolved issues to the senior support teams as necessary.
• Follow documented procedures and knowledge base articles to ensure consistent service delivery.

Customer Support:

• Deliver exceptional customer service, ensuring clients are kept informed of progress and resolution timescales.
• Assist clients with hardware and software issues, including troubleshooting and configuration.

System Monitoring:

• Monitor client systems, identifying and addressing potential issues before they impact service.

Documentation:

• Maintain accurate records of incidents, service requests, and changes within the ticketing system.
• Create and update technical documentation and knowledge base articles.

Collaboration:

• Work closely with other Service Desk team members to ensure seamless service delivery.
• Participate in team meetings and contribute to continuous improvement initiatives.

All about You

Technical Skills:

• Proficiency in Windows (desktop and server) and Mac OS environments.
• Experience with Microsoft Office 365 and other common business applications including Intune, Autopilot and SharePoint.
• Basic understanding of networking concepts (Routing, Switching, TCP/IP, DNS, DHCP).

Basic familiarity with vendors such as:

• HP Aruba / SilverPeak
• Arista / VeloCloud
• Juniper Mist
• Fortinet
• Infoblox
• Cisco Meraki
• LogicMonitor
• Familiarity with remote support tools and ticketing systems.
• Knowledge of AVD and Citrix virtual desktops platforms
• Printers and peripherals

Soft Skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work under pressure and manage multiple tasks simultaneously.

Experience:

• Previous experience in a similar IT support role, preferably within an MSP environment.
• Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus

More about the role:

• The position is based in Central London (Liverpool St) and operates in a hybrid work arrangement, including client site visits.
• Occasional out-of-hours work may be required to support client needs.
• Travel to client locations in and around London will be necessary to provide on-site support as required.

You will live the Kerv values

• Think Customer First
• Team is everything
• Spread good vibes
• Build future
• Do the right thing

At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.