Service Desk Support Specialist

4 weeks ago

Birmingham, Birmingham, United Kingdom Franklin Fitch Full time
Job Title: 1st/2nd Line Service Desk Engineer

We are seeking a skilled Service Desk Engineer to join our team at Franklin Fitch. As a Service Desk Engineer, you will be responsible for providing remote and telephone support to our customers, working alongside a team of engineers to resolve desktop user issues and provide technical support.

Key Responsibilities:

  • Provide technical support to customers via phone and remote desktop
  • Work with the Service Administrator to take telephone calls and log support tickets
  • Take ownership of issues up to the point of resolution or escalation
  • Support the Service Administrator in ensuring Service Level Agreements are met

Requirements:

  • MSP experience
  • Experience operating on the 2nd Line
  • Microsoft Windows, 7, 10, 11 – Installation & Troubleshooting skills
  • Microsoft Office - all recent versions including 365
  • Active Directory
  • Microsoft Windows Server 2008, 2012, 2016, 2019 (AD, DHCP DNS etc) – Training will be provided
  • Microsoft Exchange Server 2007, 2010, 2013 and 2016 – An advantage but training will be provided
  • Basic Networking (TCP/IP) – Troubleshooting network & Internet issues, but training will be provided
  • Some knowledge of ADSL / Routers / Switches – Training will be provided
  • Basic Firewall knowledge – Ideally SonicWALL however product training will be provided
  • Basic Knowledge of Desktop and Server hardware troubleshooting
  • Exposure to Antivirus Software, AVG, SOPHOS & Bitdefender
  • Exposure to Backup Software – Backup Exec, Veeam
  • Any Kaseya, VMware, Hyper V experience a bonus

What We Offer:

  • 31 days' holiday, including bank holidays
  • Training and development opportunities
  • Access to our Bupa Employee Assistance Programme – 24/7 health, financial and wellbeing support
  • Yulife wellbeing app with 24/7 access to a virtual GP service
  • Tailored benefits platform – includes discounts on retail, gym and leisure
  • Cycle to work scheme
  • Salary Sacrifice Electric Car Scheme
  • Long service awards
  • Paid volunteer leave
  • Brand new Birmingham city centre office location – including free access to gym, shower facilities, secure lockers for bikes and onsite café

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