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Senior Service Desk Engineer

4 months ago

Dinnington, United Kingdom Verus Recruitment LTD Full time

Job Title: Senior Service Desk Engineer

**Salary**: £25,000 - £32,000 (DOE)
Location: Sheffield
Verus are proud to be working with an award-winning group based in Sheffield, the city centre of Manchester, and Watford. COVID19 has increased their business volumes and they are looking to recruit some top talent to help us grow even further
This position is for their office based in the south of Sheffield, in a town called Dinnington, just off Junction 31 of the M1.
Job Purpose
Key Tasks And Responsibilities
- Provide a professional and personal first point of contact to all end users.
- To provide 2nd line IT Support to all end users.
- To handle escalated tickets from 1st line technicians providing feedback when resolved to support 1st line development.
- Provide exceptional Customer Service support striving to achieve first time resolution.
- To escalate relevant and more complex work to the Senior Engineers.
- Meet the Helpdesk KPIs and Service Level Agreements.
- Undertake maintenance tasks for monitored systems.
- Prepare customer hardware or software ready for project delivery.
- Take on ad hoc project work.
- Proactively seek feedback on ticket closures to improve customer satisfaction.
- Undertake and assist with any other roles to ensure the smooth running of the business.
Experience, Qualifications, Personal Attributes
- 2 years experience of 1st/2nd line support.
- Interest and experience in general IT services.
- Strong experience with Windows, Microsoft Office, Microsoft Teams and Microsoft 365.
- In-depth knowledge of networking technologies including TCP/IP, LAN, WAN, VLAN.
- Positive attitude and thinker.
- Hard worker, self-motivated with the ability to work under pressure.
- Eager to continually develop technical and customer service skills.
- Excellent communication and people skills.
- Excellent time management skills with the ability to prioritise workload.
- Computer based qualification.
- CompTIA Network+, Security+, Server+ or other certification.
Key Relationships
- All members of the Senior Leadership Team
- All Technical Staff
- All Non-Technical Staff
- All Project Managers
- All Existing Customers
- All New Customers
- All Suppliers and Vendors
Valuing Diversity and Inclusion
Our client aim to create a workforce that is representative of our society. Knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. They are proud to recognise and celebrate that they have a diverseculture where employees are accepted for who they are regardless of; age, gender, ethnicity, sexual orientation, religion or ability.
Hours of Work.
- 37.5 hours per week
- Includes some working away from home when completing customer site visits.
- Additional hours as required dependent on the needs of the business.