Desktop IT Support Engineer

An exciting, busy and varied desktop support role in our growing busy Managed IT Services team supporting customer end users.
We're looking for a very customer focused Desktop IT Support Engineer, who wants to grow their desktop support skills width and depth and who can take the lead in desktop support fault fixing and support call completion.

Scope to grow into more MS 365, Networking, Servers and Cyber Security.

Rated in the Top 50 Best Managed Service Providers in the UK, we're a skilled team, with a caring, friendly approach to our customers. We have a very customer-centric culture, focusing on delivering excellent service, to ensure customer happiness.

We talk in non-technical clear and transparent English to our customers. So it's important you take pride in providing excellent levels of Customer service and be a people person.

The role is mostly working on a busy IT Support Desk, solving a variety of technical end user and desktop problems for our Customers. There is a mix of customers in different industries, providing a great width of setup, software and user cases. That also means a width of technologies to use, fix, deploy and manage too.

However, this role isn't just pure support though, offering a nice width of technical work. This role can include Software and Hardware Prep, Setup & Installations, Deployment, System Administration and Cyber Security, along with some project work too. This role therefore provides the opportunity to grow your existing technical knowledge and support skills, with excellent opportunities to learn new things.

Job Title: Desktop IT Support Technical Engineer

Location: Ruddington, Nottingham.

Type: Office Based Monday - Friday, 8.30am-5.15pm.

Format: Full Time Experienced, Permanent Position.

Please note that due to some job tasks, this is an Office Based role.

• Salary
• Pension
• 20 days annual leave plus bank holidays
• Profit-Share options
• Flexible Packages
• Relaxed business casual office dress code, with Corporate Shirts provided for office and onsite use.
• Relaxed and friendly environment
• Car park with easy Parking

Important:

Ideally you will have at least 2 to 4 years of relevant Desktop IT support experience, but more is also acceptable.
Experience working in an MSP or IT Support Desk environment would be very favourable, as would skills in using an RMM.

Key responsibilities:

• Log, amend, Process and organise technical support calls, emails and tickets.
• Work on technical support tickets to find and solve issues to satisfactory resolution.
• Provide high quality IT and Technical support via phone, email, online chat, remote control webmeetings and other methods as needed.
• Own, Manage and complete 1st and 2nd line tickets, and potentially some 3rd Line desktop and network orientated tickets and incidents as you grow.
• Deliver high quality customer service in line with Support and Service standards.
• Work on Service Tickets in line with our SLAs, KPI's and response times.
• Act as a technical lead for select tickets.
• Provide an escalation point for other Service Desk Engineers and also Customers.
• Prioritise tickets effectively to respond to Customers and manage workloads appropriately.
• Liaise with Customers in a timely manner to ensure they are kept informed.
• Receive and Manage equipment deliveries. Prepare, arrange and setup new desktops, laptops and other devices from our warehouse.
• Deliver, Implement and Install new Hardware, Software, Cyber Security and other Solutions according to our standards.
• Ensure adherence to Policies, Standards and Change Management Processes.
• Identify opportunities for improvement, both technically and in processes.
• Work in accordance with company values, policies, procedures and standards and ensure our high quality standards are maintained.
• Assist in the completion of regular technical and operational tasks allocated by Management and Service Desk requests.
• Help the Team grow, develop, deploy and improve processes and documentation.
• Other tasks as required by Senior Management.

Skills / Attributes Required:

Essential:

You will be familiar with the following technologies and be comfortable in using, implementing, maintaining, configuring them, as well as supporting them and fixing issues in existing environments:

• Desktop support and fixing, to non technical end users at a Level 1 and 2, growing to level 3 fixing.
• Windows Desktops operating systems: 10, 11.
  
• Strong fault diagnosis and problem solving skills around Windows Desktops, laptops and mobile devices.
• Strong knowledge of networking infrastructure, switches, routers, protocals, TCPIP, DNS, DHCP, VLANS.
  
• Strong understanding of PC and Laptop hardware, build & setup up.
• Strong knowledge of Microsoft 365, Outlook, Email, Office and Onedrive.
• Good Knowledge of VPNs for workstations, including setup and fault fixing. Workstation Security.
• Good Software installation and configuration skills, including an eye for detail.
• Microsoft Office 365 Deployment, Management including email and user management.
• Fair knowledge of Windows scripting and Powershell.
• Printing, Print servers and print server management.
• Fair Understanding of Sharepoint.
• Ability to manage, and prioritise support requests and tickets according to Customer SLA timeframes and impact severity.
• Ability to maintain and respect confidentiality, along with data privacy and data protection.
• Proven attention to detail.
• Ability to drive in the UK, as some tasks will involve driving to Customer Sites.

Good to have:

Whilst not essential, the following would be good to have:

• Active Directory or Azure AD, including managing and maintenance, group policies and other configuration.
• Data protection and back up processes and methodologies
• Backup software and managing backups using tools such as Veeam, Arcserve and other main vendor Backup and DR products.
• Virtualisation Protection and backup
• Fair Knowledge of Firewalls and routers, in particular: Draytek, Sonicwall, Barracuda.
• Awareness and ability to use either VMware or Hyper V.
• Wireless access points,including installation, setup and management.
• Remote monitoring and management applications.

Nice to have skills:

• Microsoft Azure Cloud
• Windows server Operating Systems: 2016, 2019 and 2022.
• Server support, both hardware and software, including AD.
• Virtualised environments (VMware or HyperV)
• Key Account Management
• Vendor Certifications

About You:

Youll be very customer facing and able to provide excellent customer service. You will want to put the Customer first as the focus. The role has a lot of phone usage, so youll be comfortable on the phone, dealing with numerous support queries and capable of handling pressure.

You'll be able to prioritise technical call tickets efficiently and effectively, and self manage your tickets to minimise Customer interruptions so that tickets are completely in a timely fashion.

Youll exhibit professionalism at all times, and aim to ensure that the customer remains delighted.

A key need is to be able to talk to our Customers in non-technical English, when they are not technical.

Ideal candidates will be aware of and have experience using remote control tool, or remote monitoring, maintenance and control tools (RMM) from major vendors.
You'll also be comfortable using these on a day-to-day basis to help fix first, second and potentially third line support issues.

This role is primarily office based, but could gradually involve Customer visits, as you know more about each site.
Out of hours work is likely to be required periodically, particularly when responding to out of hours calls, or weekend work, during a system migration or office move, but this will not be on a formal rota and not a main aspect of this role.

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