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IT Support Specialist

2 months ago

Didsbury, United Kingdom Principal IT Full time
Job Description

**Job Title:** Technical Service Desk Engineer

**Job Type:** Full-time

**Company:** Principal IT

**Location:** Didsbury

**Job Category:** IT & Technology

**About Us:

Principal IT is a leading provider of IT services, working with a well-known award-winning travel expert based in Didsbury. We are seeking a skilled Technical Service Desk Engineer to join our team.

Job Summary:

We are looking for a highly motivated and experienced Technical Service Desk Engineer to provide technical support to our clients. The successful candidate will be responsible for troubleshooting and resolving technical issues, providing excellent customer service, and working collaboratively with our team to ensure seamless delivery of our services.

Key Responsibilities:
  • Provide 1st level technical support for various IT incidents and requests.
  • Handle queries raised either by phone, Teams, through the outsourced team or via our Service Desk portal.
  • Monitor helpdesk queries and providing technical L1 support as required.
  • Take ownership of incidents through to resolution.
  • Maintain a high degree of customer service for all support queries and adhere to service management principles.
  • Troubleshoot basic issues on the LAN, Wi-Fi and network cable (patching).
  • Understand and proactively operate the escalations procedure engaging 2nd and 3rd line service desk, infrastructure/operation support teams in accordance with any agreed SLAs and/or process.
  • Update or create support documentation or knowledge base articles to assist team members and colleagues with self-help information.
  • Build PCs/laptops and attempt to troubleshoot hardware problems.
  • Provide desktop, printer, phone support in a Windows 10/11/AD/Office environment.
  • Deploy new IT equipment as part of the management of migrations, movers, starters and leavers processes.
Requirements:
  • A basic level of IT literacy.
  • Basic troubleshooting and problem-solving skills.
  • Basic knowledge of Microsoft based Operating Systems - emphasis on Windows 10 & 11.
  • Good verbal and written communication skills.
  • Some experience with MS Office
  • UK Driving License
Desirable:
  • Relevant IT Service Delivery experience or IT Desktop Support Experience
  • Knowledge of User & Security Groups and Active Directory Administration
  • Using and installing Microsoft Office 365 - permissions, calendar sharing, delegation
  • Experience supporting Desktop, Laptops, Multi-Functional Devices and Software with skills in a windows OS / Active Directory environments.
  • Basic TCP/IP knowledge
  • Remote Desktop Services
  • Microsoft SCCM
The Package:

**Salary:** £25,000 - £28,000

**Holiday Allowance:** Favourable

**Company Contributed Pension Scheme:** Yes