Senior Service Desk Engineer

5 days ago

Crewe, United Kingdom Appcastenterprise Full time

**Looking for your next move in the Dee Set Group?**

**Here at the Dee Set Group, we truly believe that embracing technology and change is the way to drive excellence and efficiency across our group of businesses.**

**Purpose of your role**:
You will provide day to day support of the company's systems and end users both office based and remote.

Supporting a hybrid environment of company and BYoD (Bring Your own Device - personal) equipment - comprised of Windows, iOS and Android devices. Working with the service desk system to prioritize and log all tasks. Supporting your team on updating & maintainingthe IT knowledge base, MDM (mobile device management) system and asset management system.

**Responsibilities of the role**:

- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- Maintaining an Asset Database and track changes
- 1 st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Android devices, Laptops, PCs and Printers
- Troubleshoot basic network issues such as wireless connectivity issues
- Escalate unresolved calls to the infrastructure support team
- Log all calls in the Service Desk Call Logging system (Service Desk)
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- Publishing support documentation to assist colleague with requests for information & provide colleague training if required
- Active Directory knowledge. Creating user accounts, reset passwords, create groups etc
- Ability to liaise with external suppliers
- Support the corporate telephone system
- Take part in project work

**Essential Requirements of the Role: Core Skills/Knowledge**:

- Knowledge of Customer service processes and best practice
- Detailed Knowledge and experience of Windows Desktop Operating Systems from Windows 7 upwards
- Knowledge and experience of supporting and troubleshooting computer peripheral devices such as printers, etc.
- Knowledge and experience of utilizing a service desk system, ensuring the system is kept up to date at all times
- Ability to create step by step how to guides
- Knowledge of administration of Active Directory
- Knowledge of DHCP
- Knowledge of DNS
- Knowledge of Networking principles and Wi-Fi networks
- Knowledge of Anti-Virus software

**What's On Offer**:

- Salary up to: £24,000 per annum
- Flexible working hours between 8am - 5pm (Monday to Friday)
- Opportunity to earn extra pay for on call hours

**This role is based in our Stoke-on-Trent Head Office.

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