Senior Service Desk Engineer – IT Support & Cloud

Guideposts Trust Limited; Caerphilly; On-site; GBP 22,000 - 32,000; Full time

Job summary

Team Metalogic is seeking a Service Desk Engineer based in Caerphilly to provide hands-on technical support to end-users at customer sites. The role focuses on resolving issues at first contact where possible, and guiding colleagues in escalations as needed.

The successful candidate will work with a team including other Service Desk Engineers and the IT Operations Manager to maintain high service standards, including proactive maintenance and strong documentation across the client estate.

Qualifications

• Strong working knowledge of Microsoft and Apple OS.
• Experience with Microsoft 365 and Office applications.
• Knowledge of Windows Server, AD, DNS, DHCP, RDS & RemoteApp.
• Hands-on with Azure/Intune and cloud deployments.
• Understanding of VPNs, VOIP, firewalls and networking basics.

Responsibilities

• Provide reactive and proactive technical support to end-users at customer sites.
• Assist and escalate tickets for service desk staff.
• Install and configure software remotely on endpoints and servers.
• Troubleshoot client applications and line-of-business software with third-party vendors.
• Maintain documentation and support processes to ensure high customer satisfaction.

Skills

Windows and Mac OS

Office 365

Active Directory

DNS/DHCP/RDS

Azure/Intune/Cloud

VPN/Networking basics

VOIP/Firewall knowledge

Remote/App deployment

IT support experience

Job description

Team Metalogic is seeking a Service Desk Engineer based in Caerphilly to provide hands-on technical support to end-users at customer sites. The role focuses on resolving issues at first contact where possible, and guiding colleagues in escalations as needed.

The successful candidate will work with a team including other Service Desk Engineers and the IT Operations Manager to maintain high service standards, including proactive maintenance and strong documentation across the client estate.