IT Service Desk Engineer

Acronyms is looking for ambitious service desk engineers to provide exceptional customer service and technical support to our clients throughout the Southwest and beyond. We are looking for someone who can talk to the person as well as the computer, who's focused on making our clients better, can man the helpdesk, and who wants to work in a company where they can continue to learn, grow and develop in their career.

Being part of the First Line of the service desk, you'll be the proverbial face of the company, as the first point of contact for our clients when they're experiencing a technical issue that they need resolving. Don't worry though, you'll work alongside our Second Line and Third Line Engineers and under the guidance of our Service Desk Manager. You will have on-hand support to aid you with both the day-to-day challenges you face, but also to help you develop your understanding and knowledge further.

In terms of career progression, we have fantastic opportunities to work your way up to Second Line, Third Line or Field Engineer roles. We are keen to work with you to achieve your goals and have training and personal development plans in place for all employees to ensure they are reaching their goals.

Roles & Responsibilities

• Answering telephone calls and e-mail tickets to provide first line technical assistance to a large range of contracted, pay-as-you-go, telephony and connectivity businesses of different sizes and across different industries.
• Support managing and monitoring the service desk, identifying and troubleshooting issues and performing repairs and upgrades on devices as necessary.
• Escalate support issues in a prompt and timely manner to second and third line colleagues.
• Occasional support of Field Engineers with larger installations and office moves.
• Monitor security threats and vulnerabilities, implement security measures and maintain compliance with data security regulations.

Required Experience

• At least 12 months' experience working on a support desk or in an IT role.
• Working knowledge of Microsoft environments (Sharepoint, OneDrive, Azure AD, email concepts).
• Basic networking understanding (LAN, WAN, VLAN, WIFI, IPSEC, VPN)
• Knowledge of onsite / offsite backup products and storage (including cloud storage)
• Knowledge of Windows servers (AD, DHCP, DNS, GPOs, Print Management) is desirable.
• Technical qualifications such as CompTIA A+ would be advantageous but not a requirement.

Desired Skills

• Ability to work under pressure and manage own time on a busy helpdesk.
• Exceptional communication and inter-personal skills.
• Organised, proactive and with exceptional attention to detail.
• Customer-focused approach to working.
• Flexible, adaptable and eager to take on a varied workload.

Salary & Benefits

• £24,000 - £25,500 DOE
• 25 days of annual leave, plus bank holidays, rising by one day per year after five years of service
• Workplace pension and life insurance
• Enrolment into the company's Vitality Healthcare Scheme
• One day per year, fully paid, to volunteer and 'give back' to a charity or local cause of your choice
• Company-supported training and development
• Regular social events

About Acronyms

Acronyms is an IT support company offering a range of IT services, designed to save organisations time that they can spend on growing their own businesses.

Whether employees need day-to-day assistance or an IT manager needs some additional technical support, our experienced IT support staff can be on hand to offer expert advice.

We understand that not everyone is an expert in IT. Therefore, we adapt to the level of expertise our customers require, by avoiding the use of unnecessary jargon and by taking time to explain solutions.

With a wealth of experience across the team, we work to the demands of our customers to provide a number of IT support services, wherever and whenever they're needed.

Job Types: Full-time, Permanent

Pay: £24,000.00-£25,500.00 per year

Benefits:

• Company car

Work Location: In person