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Service Desk Engineer
4 months ago
1. Who are Sereno?nAt Sereno we are looking to shake up the MSP (Managed Service Provider) industry, by utilising the best new emerging technologies,nproviding creative commercial offerings that encourage mutually beneficial partnerships, and focusing on ourncompany culture and people above all else.nWe are privately owned business with a focus on creating strong partnerships and relationships between allnour staff at any level and with all our clients. We are looking for creative thinkers, technology enthusiasts, andncustomer service heroes, to help us scale this business.nIt’s a perfect time to join us now, as we will always prioritise internal promotions, personal development plans,nand provide various new opportunities and roles as we grow. Come be a part of this exciting journey and be anpart of shaping the most innovative MSP out there
2. What you will don• Be the first point of contact for clients with technical queries over the phone, our ticketing system andnonline chat.n• You will also act as the escalation point for 1st line engineers.n• Liaising with clients throughout the lifecycle of the service ticket, ensuring issues are closed off andncommunicated to clients and providing an excellent customer service and experience.n• Meet Service Desk SLA’s including fast phone pickups, first time resolution and customer satisfactionnscores.n• You will be working from home 70% of the time but will need to attend client sites when needed,nwork from the office or attend company training and events.n• Keep the Service Knowledge Management System up to date.n• Have the opportunity to work on various client and proactive projects.
3. What you will need: The successful candidate will be able to demonstrate the following experience:n• Minimum 3 years’ experience as a service desk engineer in an MSP (Managed Service Provider).n• Have proven experience resolving 2nd line escalation requests.n• Ability to diagnose and resolve hardware or software issues.n• Excellent written and verbal communication skillsn• Prioritising and managing many open cases at one time.n• Able to work autonomously and use initiative, with a proactive attitude.n• Good knowledge of internet security and data privacy principles is a MUSTn• Knowledge of Windows 10/11, MacOS and Active Directory, and experience with Microsoft Azuren• Knowledge of Office 365; experience supporting Outlook, OneDrive, SharePoint & Teamsn• Desirable: Knowledge of Google Gsuite, Box, Dropbox and VoIP systemsn• Must be eligible to work in the UKn• Must live in London or have easy/ multiple commutable links into the city.
4. Who are we looking for: The successful candidate will have the following characteristics:n• Highly organized and able to plan effectively to meet deadlines.n• Persistent and resilient under pressure, with a good sense of humourn• Able to work autonomously and use initiative, with a proactive attitude.n• Passionate about delivery and the user experience with an appreciation and empathy for nontechnical customers in a fast-paced environment.n• Good team player who is able to maintain a strong, professional interdepartmental relationships,nyet willing to take personal responsibility for issues.n• Well presented, confident and has the ability to effectively communicate with different levels of managementn• Has the ability to build rapport.
5. Why you will love working for us:n• Working with the latest technology and toolsn• 25 days holiday, plus bank holidays and your Birthday offn• Pension schemen• Regular social activities and quarterly paid for overnight stays in London.n• Continuous career progression and with regular monthly reviews and weekly check-insn• Full training and development plan as soon as you join.n• Be part of a fun and amazing team
If you have any questions or wish to apply please email:
