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Service Desk Engineer

2 months ago

Northwich Cheshire, United Kingdom Air IT Full time

Are you passionate about technology and looking to expand your expertise in an zestful and supportive environment? We are seeking a 1st Line Engineer to join our team in Northwich.

Purpose:

As a 1st Line Engineer, you will deliver exceptional technical support in a fast-paced service desk environment, assisting multiple clients. You will have the opportunity to resolve incidents from start to finish, gaining valuable experience with various technologies and enhancing your knowledge and skills.

Key Responsibilities:

  • Client Interaction: Answer incoming calls to the Service Desk, log and manage actions in our CRM system, adhering to established procedures.
  • Technical Troubleshooting: Diagnose and resolve technical issues, escalating when necessary to meet client needs.
  • Hardware/Software Support: Install, maintain, and troubleshoot client hardware/software, including system reconfiguration and upgrades.
  • Priority Management: Respond to technical queries, prioritize effectively to meet KPIs and customer service standards.
  • Documentation: Maintain accurate client site documentation and log all activities in the CRM system.
  • Security Compliance: Adhere to our Information Security Management System (ISMS) and all relevant policies.
  • Continuous Learning: Stay up-to-date with new technologies and enhance your technical knowledge through self-study and company-provided training.

Qualifications, Knowledge, and Experience:

Essential:

  • Proven experience as a Service Desk Engineer
  • Basic knowledge of Microsoft Windows Server/Desktop Environments
  • Familiarity with Microsoft 365, Backup/DRaaS, and related technologies
  • Excellent customer service and communication skills

Desirable:

  • Basic knowledge of Networking technologies (TCP/IP, Firewall, Routing/Switching), Azure Active Directory & IaaS, InTune & Conditional Access Technologies, and Mimecast email security

What's in it for you?

  • Work with a collaborative and supportive team
  • Gain exposure to a variety of technologies
  • Hybrid working options for a better work-life balance
  • 25 days annual leave plus bank holidays with an additional purchase option
  • Ongoing learning and development opportunities
  • Cycle to work scheme and technology vouchers
  • Enhanced family leave
  • Celebration day - an additional day off each year to celebrate an occasion important to you
  • Salary sacrifice pension
  • 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
  • Company social events and competitions
  • Discount and Cashback Scheme
  • Group Income Protection
  • Life Insurance
  • EAP and Virtual GP Service

Ready to take the next step in your career? Apply now to join our dedicated team and make a real impact in the world of IT support