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Technical Service Desk Engineer
2 months ago
Job Summary
We are seeking a highly skilled and experienced Senior IT Service Desk Engineer to join our team at Roke. As a key member of our IT department, you will be responsible for providing exceptional technical support and services to our customers.
Key Responsibilities
- Provide a highly effective prioritization, resolution, and escalation of incidents
- Early identification of problems and liaison with Service Desk Lead and Head of IT Service on Problem Management
- Provide a highly efficient and customer-focused IT Service Desk to the wider business
- Handling tickets escalated from first line using the service desk tool
- Support of IT hardware, laptops, client suites, and mobile devices
- Software support, Windows, and Linux support, printer support, and M365 support and administration
Requirements
- Previous experience in IT support roles
- Excellent communication and networking skills
- Ability to produce high-quality technical documentation
- Strong customer focus
- Ability to manage conflicting priorities
- Flexible and agile approach to high workloads
- Practical understanding and experience of ITIL principles and practice
- Experience of Request, Incident, Problem, and Change Management
Technical Requirements
- PC and printer hardware
- Microsoft OS installation/deployment/support
- Basic Linux OS support
- Awareness of Endpoint Management or MDM MEP/SCCM and Intune
- Understanding of Server and domain components AD/Group Policy/WSUS
- Understanding of network cabling and switches
- Understanding of network infrastructure, TCP/IP, DNS, DHCP, VLAN's, Wifi
- Understanding of VDI and thin clients
- Familiar with using basic PowerShell commands
- AV and Video conferencing
- Familiar with M365 Suite – Apps, Teams, Sharepoint, Onedrive etc.
- M365 Administration tasks AAD, Exchange, Teams, Sharepoint
- Experienced with hardware asset management principles
- Experienced with software asset management principles
- Corporate mobile device management solutions
- Samsung Knox/Apple Business Manager
About Roke
Roke is a leading technology and engineering company with a 60-year heritage. We specialize in sensors, communications, cyber, and AI and ML. We change the way organizations think and act – through dynamic insights from the analysis of multiple layers of data. We take care of the innovative, technical stuff that keeps everyone safe – that's our mission, passion, and motivation.
Benefits and Perks
- Annual bonus: Based on profit share and personal performance
- Private medical insurance: Includes cover for existing conditions
- Holiday: 25 days plus public holidays and your birthday off
- Chemring Share Save: Monthly savings into a 3 or 5 year plan
Clearances
Due to the nature of this role, we require you to be eligible to achieve DV clearance.
