About the role

We are delighted announce that we are collaborating with a well-established MSP situated in the North East to recruit a Service Engineer. This is an incredibly exciting opportunity to join our client during a period filled with exciting and ongoing projects.

Primary Responsibilities (Service Delivery):

• Detecting and resolving faults, delivering remote support, ensuring regular updates on tickets, and promptly responding to emails, all while maintaining a high-quality customer experience through effective communication and customer care.

• Adhering to service level agreements and meeting deadlines.

• Collaborating efficiently as part of the service team, often working independently.

• Escalating incidents to Senior Engineers when necessary.

• Assisting in customer meetings alongside the Head of Department, Team Leader, or Account Manager.

• Creating customer support documentation.

• Recording daily timesheets in accordance with company policies.

• Traveling to customer sites as needed.

• Maintaining a flexible approach to shift work.

• Adhering to departmental procedures and ensuring the proper execution of procedural activities and guidance.

• Fully complying with all standards related to ISO 9001 and ISO 27001.

What we are looking for:

• Proficient knowledge and hands-on experience with Windows, Virtualization, Servers, Storage, Networking, Internet, and Security.

• Possession of an ICT-related qualification, such as ITIL Foundation, intermediate Microsoft or CISCO qualification (e.g., in progress or attained certifications like CCNA, Microsoft Teams Administrator Associate, Azure Administrator Associate, VMWare).

• Exceptional customer service and communication skills.

• Minimum of 2 years of experience in 2nd line helpdesk support, including troubleshooting and problem resolution.

• Decent level of expertise in computer hardware assembly and repair.

• Intermediate proficiency in installing operating systems, managing general software, addressing virus-infected machines, and implementing malware protection software.

• Knowledge of virtualization technologies (VMWare, HyperV).

• Familiarity with terminal server environments, preferably RDS.

• Understanding of Microsoft Exchange.

• Capability to investigate issue and seek resolutions utilising online resources.

• Capability to make informed decisions and manage individual workload.

• 2 years’ experience or more is desirable in 2nd line helpdesk support including troubleshooting and issue resolution.

For more information or to apply, click Apply Now and a member of our team will be in touch.