Service Desk Engineer

REPORTING TO: Service Desk Team Leaders

As the first point of contact for all IT support queries within a well-established MSP, you will be working with a variety of users to resolve or escalate their technical issues in a prompt and professional manner while adhering to deadlines and KPI’s.

Primary Function

•             Achieve 100% KPI

o             Respond to all new assigned tickets within 30 mins

o             Provide response to all open tickets every 24 hours

•             Provide responsive support to all customer enquiries and incidents

•             Take ownership of incidents and ensure customer communication is clear and consistent  through the ticket lifecycle

•             Manage your own ticket queue, providing a positive support experience for customers

•             Carry out daily checks to backups and client infrastructure alerts

•             To produce and maintain full client documentation, ensuring all changes and amendments are accurately recorded

•             Provide on-site support to customers when necessary

Technical Skills:

•             Azure experience including but not limited to

o             Management of Virtual Machines and Azure Virtual Desktop

o             Azure based networking, Virtual Network (VNet), Virtual WAN, ExpressRoute, VPN Gateway, Virtual network NAT Gateway, Azure DNS, Peering service, and Azure Bastion

o             Management of Azure based AD instances, user management, groups etc

•             Microsoft 365 Systems

o             SharePoint management and administration

o             Office Apps

o             Exchange Management

o             Teams Management

o             365 based product licensing

•             Working knowledge of Hypervisor technologies such as ESXi and Hyper-V including clustered host environments.

•             Active Directory management & Group Policy

•             Experience in the management of network switches (Experience with HP, Aruba, Unifi preferred).

•             Good knowledge of Networking principles including TCP/IP, DHCP, DNS, VLAN setup and management.

•             Firewall Management and Maintenance

o             Firewall Rules

o             Filtering Policies

o             Interface management & Load balancing

o             VPN

Personal requirements:

•             Minimum of 1 years MSP experience

•             A clear focus on high quality work, with the interests of the customer at the centre of all you do.

•             Proven experience of end-to-end delivery of Projects & Technical Solutions.

•             Excellent communication skills for dealing with diverse range of customers

•             Keen for new experience and to grow skill sets, a genuine passion for IT

•             Strong time management skills; demonstratable both in the delivery of projects and in managing your own workload

•             Polite, mature, credible, and comfortable in with working in a demanding environment

•             Resilience and resourcefulness to work efficiently and effectively when under pressure and to tight deadlines

•             Have a desire to be part of an overall team and achieve team goals

•             Commercially astute, understanding the need to balance service levels with necessary re-charges

•             Strong problem-solving skills

•             Ability to work under own initiative

•             Flexible, calm, and approachable, 'can do’ attitude

•             Full driving licence with own vehicle