Location: North East
Salary: £28,000 to £34,000
Job Type: Permanent
Job ID: 169235
Do you have hands-on experience working within IT Support?
Are you looking to get involved with several exciting projects?
An innovative tech company is looking for a Service Desk Engineer to join their team.
As a Service Desk Engineer you will be providing telephone, email, and remote support for external and internal customers. You will log all support calls and incidents using a ticket-based business management platform (Connectwise) and escalate and assign incidents to Senior Engineers when required.
The helpdesk is often the only contact a customer will have, therefore the ideal candidate will have excellent communication skills.
Provide customers with a high standard of service within the defined contract SLA agreements and agreed process guidelines
Answer calls and emails promptly to a professional standard
Fault diagnosis and resolution, providing remote support when required
Meeting service level agreements and deadlines
Working effectively as part of the service team, often unsupervised
Escalating incidents to Senior Engineers when required
Active participation in continuous improvement activities and any training required for the role
Support at customer meetings with either the HOD, Team Leader or the Account Manager
Provide customer support documentation
Complete daily timesheets in line with company requirements
Alight with department procedures, ensuring that procedural activities and guidance are followed.
Comply fully with all standards in connection with ISO 9001 and ISO 27001
ICT related qualification such as ITIL Foundation, intermediate Microsoft or CISCO qualification
At least 3-4 years of previous helpdesk experience including trouble shooting and problem resolution
Intermediate level of knowledge of systems hardware build and repair
Intermediate level of knowledge of installing operating systems, installation of removal of general software, dealing with virus infected machines and malware protection software.
Good customer service and communication skills
Ability to research a problem and find a solution using online resources
Ability to make decisions and prioritise own workload
Knowledge of terminal server environments preferably RDS
Knowledge of Microsoft Exchange
Administration of Azure or AWS cloud services
Future Career Progression:
Service Engineers will be supported and encouraged to progress into a Senior Service Engineer role.
If you’re interested in this position, send across your CV and a member of our team will be in touch!