Service Desk Engineer

1 day ago

Fleet, United Kingdom CV-Library Ltd Full time

Job Summary:

CV-Library Ltd is seeking a highly skilled Service Desk Engineer to join our team. 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.

Key Responsibilities:

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

Requirements:

  • In-depth knowledge on o365, Windows operating systems and other Microsoft Services.
  • In-depth knowledge and Administration on Dynamics 365 and other Microsoft Power Apps.
  • Strong, hands-on experience with laptop/PC configuration and physical setup.
  • Strong communication skills.
  • Strong customer service approach and team player.
  • Strong work ethic and ability to work in a dynamic work environment.
  • Ability to work in isolation, demonstrating clear accountability.
  • Basic, hands-on experience with Linux.
  • Basic knowledge with Cisco, Ubiquiti, Aruba.

Desirable Requirements:

  • Knowledge on Security principals & best practices.
  • Experience with MDM products such as Intune.
  • Exposure to Domain and Active directory environments.
  • Ubuntu / Unix operating systems.
  • Google apps.
  • IOS.
  • Virtualisations.

Qualifications & Skills:

  • Appropriate industry experience of working in a Support environment.
  • Power Platform Fundamentals.
  • Dynamics 365 Fundamentals (CRM) certification would be very desirable.
  • 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, proactive and want to work to help shape the support we deliver.
  • 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.
  • Possess a strong work ethic and team player mentality with strong decision making and analytical abilities.
  • Willingness to work a flexible schedule and occasional overtime when needed.

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