Service Desk Engineer

Berkeley Square IT; Portishead; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT service provider in Portishead is seeking a skilled Service Desk Engineer. The role involves maintaining computer functionality, troubleshooting issues, and providing support for various IT services. Ideal candidates should possess knowledge of computer hardware, experience with Microsoft OS and virtualisation platforms. Competitive compensation and opportunities for professional growth are available.

Qualifications

• Knowledge of computer hardware including desktops and servers.
• Experience with Microsoft operating systems.
• Experience with network devices and telephony.

Responsibilities

• Record, track, and document the service desk incident process.
• Use remote tools and diagnostics for troubleshooting.
• Perform hands-on fixes at the desktop level.

Skills

Knowledge of computer hardware

Desktop and server OS experience

Virtualisation platforms (VMWare, Hyper-V)

Active Directory and Office 365

Extensive application support experience

Network troubleshooting

Telephony and broadband technology knowledge

ITIL principles and processes

Job description

Overview

Our client UKIT experts, boasting 25 years of expertise, providing top-notch enterprise-level IT services encompassing Managed IT support, Cybersecurity, and Communications, are looking for a Service Desk Engineer.

The primary responsibility of the Service Desk Engineer will be to maintain optimal computer functionality to facilitate end users in completing their business tasks. This entails promptly addressing escalated end-user help requests within defined SLAs, providing assistance, guidance, and escalating issues to Level Service Desk Technicians when necessary.

Responsibilities

• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution within our ticketing system.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as required.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Troubleshoot issues with services including internet connectivity, backups and telephony.
• Install antivirus software and ensure virus definitions are up to date. Ensure all patch levels are up to date.
• Perform preventative maintenance, including checking and cleaning of servers, desktops, laptops and other devices as required at both software and hardware level.
• Test fixes to ensure problem has been adequately resolved.

Knowledge & Experience

• Knowledge of computer hardware including desktops, laptops, servers, storage devices and telephony.
• Experience with desktop and server operating systems, including all Microsofts current OS stack.
• Experience with Virtualisation platforms e.g., VMWare, Hyper-V
• Experience with Active Directory and Office 365 environments
• Extensive application support experience with all Microsoft applications both on site and cloud based.
• Experience with firewalls, routers, network switches, wireless solutions and access points
• Working knowledge of telephony and broadband technologies e.g., FTTC, ADSL, FTTP.
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes would be advantageous.
• Awareness of best practice standards within the delivery of IT, against specific security standards such as Cyber Essentials, Cyber Essential Plus, PCI, ISO.