Service Desk Engineer

Integer IT & Telecom Services Ltd; Wales; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT services provider in the United Kingdom is seeking a skilled Service Desk Engineer to join their IT support team. The ideal candidate will troubleshoot hardware and software issues, provide desktop support, and maintain communication with users. Applicants should have a strong technical background and excellent customer service skills. This is an exciting opportunity to work in a dynamic environment and help users resolve their IT-related problems.

Qualifications

• Proven experience in a technical support or help desk role.
• Strong understanding of networking principles and protocols.
• Familiarity with Windows Server environments and Active Directory.
• Experience with SCCM for software deployment is advantageous.
• Knowledge of Linux operating systems is a plus.

Responsibilities

• Provide first-line technical support for hardware and software issues.
• Troubleshoot and resolve issues related to networking and VPNs.
• Assist users with Active Directory management.
• Conduct software troubleshooting for Microsoft Office applications.
• Monitor system performance and conduct regular analysis.

Skills

Technical support experience

Networking principles (TCP, DNS)

Communication skills

Customer service orientation

Analytical skills

Tools

BMC Remedy

ServiceNow

Jira

SCCM

Job description

Overview

We are seeking a skilled and dedicated Service Desk Engineer to join our dynamic IT support team. The ideal candidate will possess a strong technical background and excellent customer service skills, ensuring that all users receive timely and effective support. This role involves troubleshooting a variety of hardware and software issues, providing desktop support, and maintaining effective communication with users to resolve their IT-related problems.

Responsibilities

• Provide first-line technical support for hardware and software issues across various operating systems, including Microsoft Windows and macOS.
• Troubleshoot and resolve issues related to computer networking, VPNs, firewalls, and TCP/IP configurations.
• Assist users with Active Directory management, including user account creation and permissions.
• Conduct software troubleshooting for applications within the Microsoft Office suite and other business-critical software.
• Maintain documentation of support requests using tools such as BMC Remedy, ServiceNow, or Jira.
• Perform desktop support tasks, including installation, configuration, and maintenance of computer hardware.
• Monitor system performance and conduct regular analysis to identify potential issues before they escalate.
• Collaborate with other IT teams to ensure seamless service delivery and resolution of complex technical problems.
• Provide training and guidance to end-users on best practices for IT usage.

Experience and Qualifications

• Proven experience in a technical support or help desk role is essential.
• Strong understanding of computer networking principles and protocols (TCP, DNS).
• Familiarity with Microsoft Windows Server environments and Active Directory management is required.
• Experience with SCCM for software deployment is advantageous.
• Knowledge of Linux operating systems is a plus.
• Excellent communication skills with the ability to convey technical information clearly to non-technical users.
• Strong customer service orientation with a commitment to resolving user issues efficiently.
• Analytical skills to assess problems effectively and implement appropriate solutions.

If you are passionate about technology and enjoy helping others solve their IT challenges, we encourage you to apply for this exciting opportunity as a Service Desk Engineer.