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Service Desk Engineer
2 months ago
We are seeking a skilled Service Desk Engineer to join our team. As a Service Desk Engineer, you will be responsible for providing technical support to our Managed Service customers, aiming to resolve incidents promptly or escalate to the 2nd and 3rd line engineering team if necessary.
Key Responsibilities:- Provide technical support for our Managed Service customers.
- 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.
- At least 2+ years' experience in a commercial IT Support environment, preferably within an MSP.
- Strong understanding of computer hardware, software, networking, and operating systems.
- Patient, empathetic, and able to communicate technical concepts to non-technical users.
- Exceptional customer service skills with a proven ability to quickly build rapport.
- 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.
- Interest and exposure to security, including firewalls and Windows security for servers and workstations.
