Service Desk Engineer

2 months ago


Borehamwood, Hertfordshire, United Kingdom Interaction Recruitment Full time
Service Desk Engineer

We are seeking a skilled Service Desk Engineer to provide technical support to our Managed Service customers. As a key member of our team, you will be responsible for resolving technical issues promptly and efficiently, while also performing proactive tasks to maximize customer uptime.

Key Responsibilities:
  • Provide technical support for our Managed Service customers, aiming to resolve incidents promptly or escalate to the 2nd and 3rd line engineering team if necessary.
  • Perform proactive tasks to maximize customer uptime, including root-cause analysis and preventive measures to avoid recurring issues.
  • Resolve complex monitoring alerts, deploy security updates, perform system maintenance, and upgrade customer systems as required.
  • Manage tickets efficiently and effectively within an ITIL environment.
Requirements:
  • At least 2+ years' experience in a commercial IT Support environment, preferably within an MSP and a strong understanding of computer hardware, software, networking, and operating systems.
  • Patient, empathetic, and able to communicate technical concepts to non-technical users.
  • Enjoy working as both a part of a team and leveraging the expertise of others to solve problems.
  • Exceptional customer service skills with a proven ability to quickly build rapport.
Preferred Skills:
  • Proficiency in Microsoft Office 365 services and email services (Exchange, Exchange Online, Mimecast, Gmail).
  • Familiarity with Intune, including Device Management, Conditional Access Policies, and Autopilot.
  • Knowledge of Jamf, SharePoint Online, Teams setup, and Microsoft Azure administration.
  • Experience with hosted telephony systems and Windows Server, including GPO, AD, File Servers, and other server roles.
  • Proficiency in Windows OS (7, 8, and 10) and understanding of DNS, DHCP, TCP/IP, LAN, Routing, VPN, and WAN.
What We Offer:
  • A tailored training path with vendor-specific accreditations.
  • 22 days AL rising to 25 + BHs + Company pension + day off for birthday.

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