Service Desk Engineer

2 weeks ago


Sudbury, Suffolk, United Kingdom Focus Resourcing Full time

We are looking for a dedicated Service Desk Engineer to join our successful IT managed service provider team

Your role as Service Desk Engineer:

  • Manage and assist with schools visits and IT service tickets.
  • Independently resolve tickets and support other engineers with ticket work.
  • Write high quality procedures and client communication.
  • Manage project tickets - including planning, monitoring, and completion.
  • Act as an escalation point for schools and assist colleagues in troubleshooting and resolution.
  • Maintain excellent customer service for all support queries while adhering to service procedures and SLA's.
  • Coordinate with external 3rd party technical support when needed.
  • Demonstrate expertise in IT SaaS infrastructure and security systems.
  • Be ready for ticket escalation and resolution.
  • Resolve complex hardware/software issues.

The ideal candidate should have:

  • Full clean driving license.
  • Experience in the education sector (desirable) with knowledge of schools' MIS systems.
  • Experience with M365, Google Workspace for Education, Server 2016/2019, Group Policy, AD, DNS, Wireless, and Network Management.

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