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Service Desk Engineer
4 months ago
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