Service Desk Engineer

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

Job summary

An established industry player is seeking a dedicated technical support specialist to join their service desk team. This role involves providing exceptional support to customers, managing incidents efficiently, and driving service improvements. The ideal candidate will have strong technical knowledge in Microsoft technologies and networking, along with excellent communication and customer service skills. Join a company that values personal and professional growth, offering a supportive environment and flexible working arrangements. If you're passionate about delivering outstanding customer experiences and have the desire to make a difference, this opportunity is perfect for you.

Benefits

Quarterly Company Social Events

Flexible working hours

Hybrid working options

Support for personal development

Qualifications

• Minimum 3 years of experience in a service desk environment.
• Strong technical knowledge in Microsoft technologies and networking.

Responsibilities

• Provide technical support for hardware, software, and network issues.
• Manage incident tickets and ensure timely resolution to meet SLAs.
• Drive service improvement and maintain documentation.

Skills

2nd line support experience

Windows Server knowledge

Virtual environments (VMWare)

SQL Server knowledge

Networking (LAN, WAN, VPN, Wireless)

Active Directory

Antivirus knowledge

Microsoft 365 and Azure

Exchange Online

Conditional Access/MFA

Firewalls (NAT/PAT/ACLs)

PC hardware/software troubleshooting

Excellent communication skills

Strong customer service skills

Organizational skills

Tools

Autotask ticket management system

Job description

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

Overview

This position will provide technical support to our client’s customers within a service desk environment mainly managed by remote access; however, on-site visits may be required. A good technical knowledge is essential to ensure incidents and problems are dealt with quickly and efficiently. A desire to provide an exceptional customer experience at all times is a must, along with an understanding of the commercial goals of the business as a whole.

Responsibilities

1. Provide support for incidents related to hardware, software, network connectivity, and application services to a wide variety of external customers.
2. Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes.
3. Resolve incidents to stringent customer-defined SLAs, escalating tickets where required to ensure SLAs are consistently met.
4. Drive service improvement within the service desk to improve first-time fix resolution times.
5. Communicate clearly, effectively, and in a timely manner with all customers.
6. Create and maintain accurate documentation within the centralized management database.
7. Provide any on-site support to resolve customer service outages as required to meet SLAs.
8. Continue to develop technical knowledge and skillset through formal training, informal training, and hands-on practical experience.
9. Azure knowledge, in that you have supported Azure and other Microsoft technology.

Skills

1. 2^nd line experience or minimum 3 years of experience in a 1^st Line role within a service desk environment.
2. Good knowledge of Windows Server, Virtual environments (VMWare), SQL Server, MS Windows, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus.
3. Microsoft 365 and related technologies to include Azure.
4. Exchange Online.
5. Conditional Access/MFA.
6. Firewalls (NAT/PAT/ACLs).
7. PC hardware/software troubleshooting skills.
8. Excellent communication and interpersonal skills; professional telephone demeanor.
9. Strong customer service skills and attention to detail.
10. Patience, ability to work under pressure, and good organizational skills.
11. The ability and desire to develop the role and make it your own, suggesting improvements for process where appropriate to enhance internal and external experiences.
12. Committed to achieving our client's vision.

Benefits: Without being that company, our client's ‘family’ really is like a family. The Senior Leadership Team provides all employees with the tools and support they need to accelerate both personal and professional development. As well as delivering Quarterly Company Social Events and flexible and hybrid working.

Hours: 3 shift patterns: 7am - 3.30pm, 8am - 4.30pm, 9.30am - 6.00pm and our client likes to take preferences into consideration.

Salary: £28,000

Holidays: 25 plus 8 stats