Technical Support Specialist

5 days ago

Fleet, Hampshire, United Kingdom CV Library Full time

Career Opportunity: We are seeking a Service Desk Engineer to join our team at CV Library.

About the Role:

As a Service Desk Engineer, you will be responsible for providing technical support and troubleshooting solutions to our internal staff, ensuring their productivity and satisfaction. This is a fantastic opportunity to work with a talented team and contribute to the success of our organization.

Key Responsibilities:

  • Ticket Management: Ensure all raised issues are handled and resolved against agreed SLAs and processes.
  • Incident Recording: Record all data relating to incidents within the ticketing system, ensuring full alignment to the Incident Management Process.
  • System Administration: Administer M365, D365, and other Microsoft Power Applications.
  • Triage and Escalation: Triage all incidents and escalate to next-level support where required.
  • Desktop Support: Answer and resolve user desktop support requests.
  • Asset Management: Responsible for new starters and leavers, including office equipment, networking, telephony, PC or laptop setup, and new user creation.
  • Desk Moves: Assist with all internal desk moves as and when required.
  • Ad Hoc Duties: Perform ad hoc duties as and when required by line management.
  • Asset Management: Ensure all asset details and user accounts/licenses are managed in accordance with procedures and processes.
  • Platform Evaluation: Evaluate and test new platforms and software when required.
  • Deployment Projects: Be involved in new deployment projects.
  • Technical Communication: Explain technical details to non-technical stakeholders.
  • Tech Team Collaboration: Gain exposure to our technical teams and business, working closely with the Technical Support Team, Operations, and Development.

Requirements:

To be successful in this role, you will require:

  • Technical Knowledge: In-depth knowledge of o365, Windows operating systems, and other Microsoft Services.
  • Administrative Skills: In-depth knowledge and administration of Dynamics 365 and other Microsoft Power Apps.
  • Hardware Configuration: Strong, hands-on experience with laptop/PC configuration and physical setup.
  • Communication Skills: Strong communication skills.
  • Customer Service: Strong customer service approach and team player.
  • Work Ethic: Strong work ethic and ability to work in a dynamic work environment.
  • Accountability: Ability to work in isolation, demonstrating clear accountability.
  • Additional Skills: Basic, hands-on experience with Linux and basic knowledge of Cisco, Ubiquiti, and Aruba.

Desirable Requirements:

The following skills are desirable for this role:

  • Security Knowledge: Knowledge of security principles and best practices.
  • MDM Experience: Experience with MDM products such as Intune.
  • Domain and Active Directory: Exposure to domain and active directory environments.
  • Unix Operating Systems: Ubuntu/Unix operating systems.
  • Google Apps: Google apps.
  • IOS: IOS.
  • Virtualisation: Virtualisations.

Qualifications and Skills:

To be successful in this role, you will require:

  • Industry Experience: Appropriate industry experience of working in a support environment.
  • Power Platform Fundamentals: Power Platform Fundamentals certification.
  • Dynamics 365 Fundamentals: Dynamics 365 Fundamentals (CRM) certification would be very desirable.
  • ITIL Certification: Possessing an ITIL certification would be a huge asset, or be able to demonstrate a strong understanding of the methods, processes, and governance.
  • Highly Motivated: High-motivated, proactive, and want to work to help shape the support we deliver.
  • Integrity and Commitment: Highly developed sense of integrity and commitment to customer satisfaction and be able to demonstrate a passion for excellence with respect to treating and caring for customers.
  • Work Ethic and Team Player: Possess a strong work ethic and team player mentality with strong decision-making and analytical abilities.
  • Flexibility: Willingness to work a flexible schedule and occasional overtime when needed.

Benefits:

We offer:

  • Annual Leave: 23 days annual leave, plus additional days for your birthday.
  • Team Incentives: Regular team incentives and social events, including annual Christmas and Summer parties.
  • Discounts: Discounts with major cinemas and retailers, family days out, and much more.
  • Life Insurance: Life insurance.
  • Company Pension: Company pension.
  • Learning Platforms: Unlimited access to learning platforms (books, videos, webinars, and training sessions).
  • Employee Assistance Programme: Employee Assistance Programme (Mental Health & Well-being support).
  • Culture and Environment: Great culture and work environment.

Equal Opportunities:

We are actively committed to promoting a fully diverse and inclusive workforce and welcome applications for this role from all candidates who meet the key requirements. If you require any reasonable adjustments to assist with your application, please do not hesitate to get in touch.

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