IT Service Desk Engineer

Aspire Rec2Rec; Hertford; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT service provider is seeking a skilled Service Desk Engineer (1st/2nd Line) to join their dynamic team. This role involves providing high-quality IT support, managing documentation, and collaborating with sales to deliver solutions. Ideal candidates will have experience in helpdesk roles and a strong technical background, including Windows support and networking.

Qualifications

• 12+ months experience in a helpdesk or IT support role.
• Experience with Windows 10/11 managed support.
• 2+ years of experience in an MSP environment preferred.

Responsibilities

• Logging actions and ensuring accurate documentation.
• Answering calls and delivering excellent customer service.
• Diagnosing and resolving technical issues for clients.

Skills

Customer Service

Technical Support

Networking

Documentation

Tools

Windows 10/11

Office 365

ConnectWise

SharePoint

Hyper-V

VMware

Job description

Service Desk Engineer (1st/2nd Line)

We are working with a leading IT service provider that is looking for a skilled Service Desk Engineer (1st/2nd Line) to join their team. This is an exciting opportunity to be part of a dynamic and fast-paced environment, providing high-quality IT support and solutions to a diverse client base.

Responsibilities:

• Logging all actions and ensuring accurate documentation in ConnectWise.

• Answering calls and delivering excellent customer service at all times.

• Meeting individual and team KPI targets in line with Service Desk goals.

• Escalating IT issues to the Senior Service Desk Engineer or Service Desk Manager when required.

• Managing and maintaining IT Glue documentation for customers and internal use.

• Collaborating with the Sales team to provide solutions and recommendations.

• Supporting hosted environments and local infrastructure for clients.

• Diagnosing and resolving technical issues for clients and internal teams.

• Assisting in small to medium-sized IT projects as directed by the Service Desk Manager.

• Applying security updates and system upgrades for clients and internal systems.

• Setting up and configuring core servers for clients and internal use.

• Ensuring software licensing records are maintained.

• Providing technical support for both Mac and PC users.

Minimum Experience:

• 12+ months experience in a helpdesk or IT support role.

• Experience with Windows 10/11 managed support.

• Printer and server management (2016/2019).

• Management of domains/DNS (GoDaddy, 123 Reg, etc.).

• Office 365 Admin Centre / Exchange experience.

• SharePoint, OneDrive, and Teams support.

• Networking (DNS, DHCP, TCP/IP).

• Cybersecurity solutions (AV, email security, web filtering).

Preferred Knowledge:

• 2+ years of experience in an MSP environment.

• Hyper-V / VMware.

• VOIP telephony support (3CX, Horizon).

• Remote Desktop solutions (Azure WVD, RDS).

• MDM solutions (Intune, Hexnode, etc.).

• Experience with ConnectWise Manage, Automate RMM tools, and IT Glues

If you re an experienced Service Desk Engineer looking to take the next step in your career, we d love to hear from you. Apply now to be considered for this exciting opportunity!