Service Desk Engineer

3 days ago

Exeter, Devon, United Kingdom Modern Networks Ltd Full time
About the Role

We are seeking a highly skilled Service Desk Engineer to join our team at Modern Networks Ltd. As a key member of our 2nd Line Support team, you will be responsible for providing technical escalation support to our 1st Line team and ensuring that complex issues are resolved efficiently and effectively.

Key Responsibilities
  • Provide technical escalation support to 1st Line team members and ensure that technical escalations to 3rd Line are informative and precise.
  • Respond to escalated, complex, and high-impact issues within Service Level Agreements (SLAs).
  • Assist in ensuring due diligence is given to security and backup procedures, associated hardware/software, data, and Information systems.
  • Create knowledge articles for peer use and knowledge transfer.
  • Provide training where necessary to all team members.
  • Identify inefficiencies, recommend improvements to support continuous service improvement standards, and assist with their implementation.
Requirements
  • Experience in an ITIL Service Desk environment.
  • Strong understanding of core systems including O365, Azure, Domain administration.
  • Understanding of LAN (Local Area Network) and WAN (Wide Area Network) technologies, including basic switching and routing, TCP/IP, DHCP, DNS, IP Addressing, VPN, Wireless, etc.
What We Offer
  • Great prospects for career growth and development.
  • A knowledgeable, high-achieving, and experienced team.
  • A career with a healthy work-life balance.
  • A commitment to Diversity and Inclusion.

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