Service Desk Engineer

JR United Kingdom; High Wycombe; On-site; GBP 35,000 - 43,000; Full time

Job summary

A leading company in IT Services is seeking a Service Desk Engineer to join their Technical Services Team. This role involves providing exceptional customer service while managing 2nd line activities, responding to incidents across various technologies including Storage and Network. Ideal candidates will be proactive problem solvers with a strong technical background and a commitment to client satisfaction. Benefits include a competitive salary, shift allowance, and the opportunity to work with cutting-edge technologies.

Qualifications

• Experience in Managed Services environment is desirable.
• Good knowledge of Microsoft technologies and Cloud platforms.
• Desirable certifications include CCNA, VCP, NCDA.

Responsibilities

• First point of contact for clients, ensuring support and confidence.
• Monitoring and triaging incoming service tickets.
• Managing daily schedules and prioritizing service requests.
• Troubleshooting incidents raised by external customers.
• Identifying trends for Problem Management initiation.

Skills

Customer focused

Interpersonal skills

Problem solving

Proactive

Technical knowledge

Education

CCNA or equivalent

VCP or equivalent

NCDA or equivalent

Tools

VMware

Microsoft 365

Azure

AWS

Active Directory

Job description

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Up to £43,000 plus shift allowance and excellent benefits

Milton Keynes, office based.

Shifts are 4 on 4 off: 7am-7pm and 7pm-7am. (This is likely to be a pattern of days, days, nights)

We are looking for individuals who take ownership of their work and are committed to providing excellent customer service. As a Service Desk Engineer, you will be the first point of contact for clients, ensuring they feel supported and confident in your services. Your ability to go above and beyond, keeping the customer at the heart of everything you do, will be crucial in making them feel like they are in safe hands. We value proactive problem solvers who can anticipate client needs and deliver solutions that exceed expectations.

A true Generalist role, this will predominantly be 2nd line activities, however, is still very much a client facing role, responding to system events, availability and capacity issues in addition to troubleshooting and problem solving of incidents raised by external customers.

You will be part of our clients UK Technical Services Team and will be responding to a variety of incidents and service requests across Storage, Network, Virtualisation, Backup, DR and Microsoft technologies.

As Technical Services Engineer, some of your duties will include:

• Monitor, Categorise, set priority of incoming tickets (incident, problem, request)
• Manage your daily schedule by working through service dashboards and prioritising tickets
• Event Monitoring and perform initial triage on Network, Compute, Storage, VMware, Backup & DR infrastructure
• Communication with customers as required; keeping them informed
• Identify trending and patterns to initiate Problem Management
• Support of Internal IT onboarding

What are we looking for?

• Customer focused with excellent interpersonal skills
• Willingness to go above and beyond and take ownership
• Good knowledge of VMware/Horizon/VDI or equivalent
• Familiar with all Microsoft technologies - Desktop OS, Server OS, Hyper-V, Active Directory, Exchange Background in Cloud technologies - Azure, Microsoft 365, AWS
• Experience of working within a Managed Services environment or a similarly structured (ITIL) based organisation is desirable but not essential
• One of CCNA, VCP, NCDA is desirable.
• Can do attitude and willingness to collaborate; team player mindset.