Service Desk Engineer

Andy File Associates Ltd; Chesterfield; Hybrid; GBP 28,000; Full time

Job summary

A leading recruitment agency is seeking a Technical Support professional for a permanent role. The position involves providing technical assistance in a service desk environment, managing incidents, and ensuring exceptional customer service. Candidates should have strong technical skills and a commitment to service excellence.

Benefits

Flexible/hybrid working arrangements

Quarterly social events

Support for personal and professional growth

Qualifications

• At least 3 years in a 1st Line role or 2nd line experience.
• Strong technical knowledge in relevant technologies.
• Excellent communication and organizational skills.

Responsibilities

• Support incidents related to hardware, software, and network connectivity.
• Manage and update incident tickets via Autotask.
• Provide on-site support for customer outages.

Skills

Windows Server

VMWare

SQL Server

Networking

Active Directory

Antivirus

Microsoft 365

Azure

Exchange Online

Customer Service

Job description

Andy File Associates Limited is working as a Recruitment Agency on behalf of our client regarding this permanent position.

Overview

This position provides technical support to our client’s customers within a service desk environment, mainly managed remotely, with potential on-site visits. A strong technical knowledge is essential to handle incidents and problems efficiently. The role requires a commitment to delivering exceptional customer service while understanding the business's commercial goals.

Responsibilities

1. Support incidents related to hardware, software, network connectivity, and application services for external customers.
2. Manage and update incident tickets via our Autotask system, providing timely customer updates.
3. Resolve incidents within customer-defined SLAs, escalating as needed to meet targets.
4. Drive service improvements to enhance first-time fix rates.
5. Communicate effectively and promptly with customers.
6. Create and maintain accurate documentation in the management database.
7. Provide on-site support for customer outages to meet SLAs.
8. Develop technical skills through training and practical experience.
9. Support Azure and other Microsoft technologies.

Skills

1. At least 3 years of experience in a 1st Line role or 2nd line experience in a service desk environment.
2. Knowledge of Windows Server, VMWare, SQL Server, MS Windows, Networking (LAN, WAN, VPN, Wireless), Active Directory, Antivirus.
3. Experience with Microsoft 365 and Azure.
4. Experience with Exchange Online, Conditional Access/MFA, Firewalls (NAT/PAT/ACLs), and PC troubleshooting.
5. Excellent communication, interpersonal, and customer service skills.
6. Organizational skills, patience, and ability to work under pressure.
7. Enthusiasm for role development and process improvement.
8. Alignment with the client’s vision and values.

Benefits

Our client fosters a family-like environment, supporting personal and professional growth with tools and support, quarterly social events, and flexible/hybrid working arrangements.

Additional Details

• Hours: Three shift patterns: 7am-3:30pm, 8am-4:30pm, 9:30am-6:00pm, with preference considerations.
• Salary: GBP 28,000
• Holidays: 25 days plus 8 statutory holidays.