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Service Desk Engineer
5 months ago
Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospectshas resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.
**Overall purpose of the job**:
- Provide 1st and 2nd Line remote desktop support to Exponential-e customers
- Work in a rotation to provide on-site 1st and 2nd Line Service Desk support to Exponential-e customers
- Primarily responsible for managing and owning support tickets and driving customer issues through to resolution
**Key responsibilities for this job**:
- Respond to support contacts and tickets as assigned within Service Level Agreements
- Maintain an understanding of the internal escalation process
- Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical customer at all levels in the organisations.
- To be a highly motivated team player with the skills and ability to manage changing priorities.
- Setup/Configure/Maintain/Administer desktop computers and peripherals and test network connections
- Physical Workstation and peripheral relocations
- Performs general preventative maintenance tasks on computers, laptops, printers
- Access Management and Maintenance through Active Directory and Office365 (Account Provision, Account Revocation, Password resets)
- Escalate issues and involve Service Desk wherever required in order to resolve an issue as quickly as possible
**Knowledge and experience required**:
- Experience in managing/troubleshooting Windows Desktop Operating Systems
- Experience in Microsoft Exchange, Active Directory, Windows Server & Desktop, SQL Server technologies
- Experience in managing/troubleshooting VMWare and/or Virtualisation technologies
- Experience in using ITIL based ticketing system (ITIL foundation preferred)
- Knowledge of Networking (DNS, DHCP, PING, TRACERT, NETSTAT, NBTSTAT, TELNET, FTP, FTPS, SFTP)
- Desired skills in Microsoft System Centre, SharePoint and other Microsoft solutions
- Applicants will ideally be Microsoft 365 and/or Azure certified or studying towards Fundamentals level
