Service Desk Technician – Level 1.5

Mirus IT; Luton; On-site; GBP 26,000; Full time

Job summary

Join a forward-thinking company as a Service Desk Engineer, where you will provide essential technical support to clients. This role involves resolving software and hardware issues, managing customer tickets, and ensuring smooth operation of network infrastructures. You will work closely with clients to deliver outstanding service and maintain technical documentation. If you are a creative problem solver with a passion for technology and customer service, this is an exciting opportunity to grow your career in a supportive environment. Be part of a team that values innovation and professional development while making a significant impact on clients' operations.

Qualifications

• Proven experience in a service desk role supporting SMEs.
• Ability to communicate effectively with technical and non-technical users.

Responsibilities

• Provide technical support for software, hardware, and network issues.
• Manage customer tickets and ensure timely resolution.

Skills

Customer Service

Problem Solving

Communication Skills

Technical Support

Analytical Skills

Education

Experience as Service Desk Engineer

Technical Certification (Apprentice or Technician Level)

Tools

Office 365

Windows Server

Active Directory

InTune

SharePoint Online

Job description

Role: Service Desk Engineer (Onsite)

Location: Luton

Salary Range: £26,000

About Us:
We have been providing our clients with comprehensive IT Support and technology solutions, including cloud services, managed print, telephony, Office 365 applications, cyber security and data recovery, and more, since 2002.

As part of Advania, we are backed by a leading technology services and solutions provider, and the most awarded Microsoft partner in the UK.

Position Overview:
To provide technical software, hardware and network problem resolution onsite to the client. Perform problem diagnosis and guide users through step-by-step solutions in a desktop support-based environment. Provide technical solutions in a user-friendly, professional manner, facilitating one-to-one end user training as required and ensure site technical documentation is maintained.

Responsibilities:

• Ensuring the smooth running of our client’s systems and network infrastructure ensuring they get maximum benefits from them.
• Log, and investigate customer tickets, applying a permanent fix or an agreed workaround to restore service.
• End to end ownership of a customer ticket, identifying the underlying cause.
• Manage and work to internal and customer SLAs, escalating any concerns.
• Manage client expectations through clear communications.
• Work closely with the customer to maintain and support the infrastructure.
• Action hardware and software installations.
• Create and maintain customer specific infrastructure documentation.
• Work closely and escalate to Senior Engineers when necessary, sharing information to enable the resolution of issues confidently and effectively.
• Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge in line with business need.

Qualifications & Experience:

• Proven experience as a service desk engineer (can be Apprentice or Technician level) supporting SMEs.
• Experience of working in a customer facing role.
• Familiar with working to SLAs to meet both customer and contract requirements.
• Able to communicate verbally and in writing to both technical and non-technical audiences.
• Creative, analytical problem solver with the ability to apply original and innovative thinking.
• Methodical approach suitable to resolution of client requirements.
• Able to manage changing workload and priorities.
• Able to work both within a team and using own initiative.
• Basic understanding and ability to troubleshoot issues using Office 365 based email, SharePoint Online, Windows 11, InTune, and Windows Server (latest versions).
• Active Directory – configure new users, new OU’s, resolve issues.
• Group Policies – understanding and ability to troubleshoot basic issues.
• PC hardware – diagnose and upgrade hardware and firmware.
• Server hardware – understanding of Raid configurations and iLO.
• DNS – understanding of DNS.
• Can do attitude.

Our Selection Process:
We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.