Role: Service Desk Engineer

Pay: £26,000 - £30,000 DOE

Location: Hertford (Hybrid)

On behalf of one of our top clients, a leading managed service provider, we are seeking an experienced Service Desk Engineer to join their expanding team.

Responsibilities:

• All actions completed throughout the day entered in ConnectWise and timesheet will be completed prior to leaving the office
• Answering the telephone and providing excellent customer service at all times
• Correct attire worn always including site visits
• Ensuring you are meeting your set KPI's and overall the Service Desk Golden KPI's
• When creating or assigning a ticket all fields to be completed correctly (Customer name, type/subtype, technician assigned)
• Escalate IT issues to the Senior IT Service Desk Engineer/Service Desk Manager where necessary
• Creating/maintaining IT Glue for customers as well as internally
• Providing solutions to the Sales team for customers where asked
• Making recommendations to the Sales team from the Service desk where identified
• Responsible for assisting in the management of the hosted environment and local infrastructure for all customers
• Diagnose and resolve technical issues for our customers as well as internally
• Undertake small to medium-sized IT projects as instructed by the Service Desk Manager
• Ensuring security and upgrades are applied and kept up to date on desktops and laptops for our customers as well as internally
• Ensure all logs for equipment and users are maintained for our customers and internally
• Setting up and configuring new core servers for our customers and internally
• Ensuring all software purchased licensing is recorded and maintained for our customers and internally
• Providing support for MAC and PC for our customers and internally

Other:

• Excellent time keeping (Arriving on time)
• Prepare documents, meeting materials and correspondence
• Perform basic administrative support duties as required to meet specific operational objectives
• Perform miscellaneous job-related duties as assigned by the Service Desk Manager
• Work extra hours to meet deadlines, as required and where reasonable
• Provide assistance as required to the Service Desk Manager

Requirements:

• Helpdesk experience minimum of 12 months
• Windows 10/11 Managed Support
• Printer Managed Support
• Server 2016/2019 Managed Support
• Management of Domains/DNS on GoDaddy/123 Reg etc
• Basic Group Policy Management and Active Directory
• Office 365 Admin Centre / Exchange Working Experience
• SharePoint / OneDrive / Teams * Networking (DNS, DHCP, TCP/IP)
• Cyber Security Solutions (AV, Email Security, Web Filtering)
• Understanding of PowerShell

Desirables:

• MSP (Managed Service Provider) experience 24 months+
• Hyper V / VMWare * VOIP Telephony Support - 3CX/Horizon
• Remote Desktop: Azure WVD / RDS
• MDM Solutions: Intune / Hexnode etc * Creation of new Server Infrastructure, Roles Installed from scratch
• ConnectWise Manage / Automate RMM Tool / ITGlue
• VLAN experience
• Full working knowledge of PowerShell and creation of scripts

If this sounds like it could be the right opportunity for you then please APPLY now.