Service Desk Engineer 2

4 days ago

Poole, Poole, United Kingdom QuoStar Solutions Limited Full time £25,000 - £40,000 per year


Job Overview

To provide technical
knowledge and experience to resolve Service Desk incidents and requests; and act
as escalation point for junior members of the team. Working in a fast-paced, dynamic environment supporting a multitude of client and internal systems and applications, on premise, in QuoStar's cloud environment and within public cloud services. 

Key Responsibilities

=
Communicate with clients, end users and 3rd parties
via telephone, e-mail and remote support tools to resolve Incidents, service
requests and provide regular updates.

=
Work as a team with other members of the engineering
teams to resolve client issues and take full ownership of any tickets that are
escalated to you.

=
Partake in an out of hours emergency support rota.

=
Utilise QuoStar's internal Service Desk systems and
any other tools required to complete your role.

=
Undertake any training required by QuoStar.

=
Complete full documentation of client and internal
systems to the required standard.

=
Follow policies and procedures to comply with
QuoStar's ISO20000 and ISO27001 accreditation.

=
Management of your own time and resolution of service
requests within SLA.

=
Complete additional research when required when faced
with unfamiliar technologies to resolve client issues in a timely manner.

=
Strive for continuous improvement in everything you
do.

=
Desire to learn and improve your technical knowledge of QuoStar's catalogue of preferred technical solutions.

=
Share your knowledge, experience and work ethic with
other members of the QuoStar teams to aid their own development and exceed
QuoStar standards.

=
To become involved in other tasks/duties as
required 

Essential
experience, skills and qualifications

=
Minimum of 2 years proven experience working in a 2nd line
position

=
Full UK Driving License

=
 Experience of working for a
Managed Service Provider 

=
 Thorough knowledge of
current IT technology including (but not limited to):

=
 Windows Server

=
 Windows Desktop OS

=
 Microsoft Active Directory

=
 DNS

=
 Azure fundamentals

=
 Microsoft Exchange

=
 Microsoft Office 365
(including intune)

=
 Server Virtualisation
(HyperV, VMware, Azure)

=
 LAN/WAN/VPN (routers,
switches, firewall)

=
 Citrix/RDS/WVD

=
 Backup technologies
(experience of using Veeam is desirable)

Desirable
experience, skills and qualifications

=
VMware/Hyper-V

=
Azure Administration

Microsoft Certified

This role is
suitable for someone who:

Is driven,
flexible, with a can do attitude.

Has a passion
for technology and delivering outstanding customer service, taking the lead
where necessary and sharing your technical knowledge

Is a determined and
resourceful individual, you will enjoy problem solving and be able to think on
your feet and find a solution, even when dealing with unfamiliar technologies. 

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