Service Desk Engineer

4 weeks ago

Hertford Hertfordshire, United Kingdom ClevaGroup Full time

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. If you have a passion for technology and excellent problem-solving skills, we want to hear from you

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.

Responsibilities

· 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

· Correct attire worn always including site visits

· 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

· Providing solutions to the Sales team for customers where asked

· 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

· Diagnose and resolve technical issues for our customers as well as internally

· Undertake small to medium-sized IT projects as instructed by the Service Desk Manager

· Ensuring security and upgrades are applied and kept up to date on desktops and laptops for our customers as well as internally

· Ensure all logs for equipment and users are maintained for our customers and internally

· 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

Other

· Excellent time keeping (Arriving on time)

· Prepare documents, meeting materials and correspondence

· 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

 

Minimum Experience

· Helpdesk experience minimum of 12 months

· Windows 10/11 Managed Support

· Printer Managed Support

· Server 2016/2019 Managed Support

· Management of Domains/DNS on GoDaddy/123 Reg etc

· 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)

· Understanding of PowerShell

Preferred Knowledge

· MSP (Managed Service Provider) experience 24 months+

· Hyper V / VMWare

· VOIP Telephony Support - 3CX/Horizon

· Remote Desktop: Azure WVD / RDS

· MDM Solutions: Intune / Hexnode etc

· Creation of new Server Infrastructure, Roles Installed from scratch

· ConnectWise Manage / Automate RMM Tool / ITGlue

· VLAN experience

· Full working knowledge of PowerShell and creation of scripts

Competitive Salary

Quarterly Bonus

Health Insurance

Hertford office working and home working

Quarterly days out

Extra holiday with length of service

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