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IT Service Desk Engineer
4 months ago
ClevaGroup is a leading provider of IT solutions, dedicated to delivering high-quality services to our clients. We are currently seeking a talented and motivated IT Support Engineer to join our dynamic IT service desk team. As an IT Support Engineer, you will play a crucial role in ensuring the smooth operation of our client's IT infrastructure. You will be the first point of contact for end-users, providing technical assistance, diagnosing and resolving hardware and software issues, and ensuring that IT support requests are handled efficiently and effectively.
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
· 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
· 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
· Undertake small to medium-sized IT projects as instructed by the Service Desk Manager
· 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
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
· Provide assistance and support to colleagues in IT-related matters
· Ensure your workspace and office is kept tidy
Helpdesk experience minimum of 12 months
· Windows 10/11 Managed Support
· Printer Managed Support
· Server 2016/2019 Managed Support
· 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)
· MSP (Managed Service Provider) experience 24 months+
· VOIP Telephony Support - 3CX/Horizon
· Remote Desktop: Creation of new Server Infrastructure, Roles Installed from scratch
· Competitive Salary
Quarterly Bonus
Health Insurance
Hertford office working and home working
Extra holiday with length of service
