Senior Service Desk Engineer

2 weeks ago

Bradford, United Kingdom Techunite Ltd Full time

Techunite are recruiting for a Senior Service Desk Engineer (2nd Line) to join an expanding MSP based outside of Leeds. MSP experience is highly desirable however all sectors of experience will be considered

This company offer excellent growth - even if you feel you do not have all of the technical skills outlined below, they provide structured plans to be able to grow and develop.

**Key Responsibilities**:

- Leading by example, fulfilling 1st-3rd line duties on the desk and managing own ticket queue, to resolution, meeting KPIs
- Take ownership of customer issues; undertake triage assessment and proactively resolve technical problems
- Determine, manage, and monitor service level achievement, taking action where service levels fail or are at risk of failing
- Provide expert 2nd Line support to our Service Desk team by dealing with escalated incidents
- Have a clear understanding/appreciation of SLA’s and utilising those for better ticket/time management, contribute to the improvement of service levels and performance
- Be a mentor to the Service Desk engineers and help develop their technical and customer service skills
- Provide onsite, field based work when necessary, to assist in projects and routine customer issues

**Key Technical Skills**:

- Azure experience including but not limited to
- Virtual Machines and Azure Virtual Desktop
- Management of Azure based AD instances, user management, groups etc
- Working knowledge of Hyper-V including clustered host environments.
- Active Directory management & Group Policy
- Experience in the management of network switches (Experience with HP, Aruba, Unifi preferred).
- Good knowledge of Networking principles including TCP/IP, DHCP, DNS, VLAN setup and management.
- Firewall Management and Maintenance

**Even if you feel you don’t meet all of the criteria above this company offer excellent opportunities for growth. They will put together a structured plan to support your development.

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