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IT Service Engineer

2 months ago

UK, UK, United Kingdom NTech Consultants LTD and NTech Contracts LTD Full time

IT Service Delivery Engineer


Location: Basingstoke

Salary: £30-32k + Bens

Hours:- 7am-7pm covering early, mids and late days shifts

SC Clearance required

Working:- 3 days office, 2 days remote.


Environment:- Customer support, Incidents, Fault tickets, SLA’s, ITSM, Service Desk, Monitoring, Microsoft O365, Microsoft Teams, Audio Visual, Video Conferencing.


Our client, a leading provider of Infrastructure Managed Services is looking for an experienced Service Desk Engineer to join their busy team.


The Service Desk Engineer’s primary responsibility is to provide a high level of customer service and support to external customers.

The role will provide remote support by creating customer incident tickets, identifying problems, troubleshooting issues and adhering to internal and external SLAs. They will also prepare room equipment for installation, support onsite engineers with testing, and maintain room and equipment records.

This position operates within a secure environment and is expected to protect all internal and external restricted information, policies and procedures


Responsibilities:



Maintain vigilance with Proactive Monitoring Platforms for Endpoint and Infrastructure Alerts

Pre-staging equipment and pre-testing all room kit prior to installations

Managing the spares stock and arranging replacement kit and replacements when required

  • Communicate with end users to assist with diagnosing and repairing audio and video issues remotely

Managing tickets with a sense of urgency raised on the phone, email and over IM

Scheduling fault engineers

Preparing installation paperwork for engineers

Supporting onsite engineers with test calls and troubleshooting

Ensuring the room records are up to date, updating serial numbers in ServiceNow if equipment is swapped out

Creating and maintaining standard operational procedural documentation

  • Working with internal and external resources to ship appropriate hardware

Working with vendors analysing faults and pulling off diagnostic logs

Testing room accounts

Password resets of all Skype and Teams room accounts

Working with collaboratively with onsite 3rd parties

Working with the Major Incident Management team to support daily calls for P1/2 tickets

  • Pursue Research and Training as needed to better support clients and provide technical feedback
  • Participate in root-cause analysis



Required Skills/Abilities:


Strong written and verbal communication required. The Representative must have the ability to research, analyse, and compile pertinent data surrounding a video, application, or infrastructure issue.

This position should have knowledge of Audio/Visual technologies and their functionality to effectively service customers as well as a basic understanding of Network Topography.

This position requires strong customer service skills, the ability to diffuse and control escalated situations in a calm and controlled manner, strong teamwork skills, the willingness to learn new skills and a keen interest in new technologies.


Education and Experience:


Mandatory job requirements:

Must be willing to apply for security clearances, and other related clearances to be able to work with certain customers.

Able to provide cover when needed for different shift patterns between the hours of 7am – 7pm Monday to Friday (excluding UK Bank Holidays)


Preferred Technical Job Requirements:

Strong working knowledge of Video Conferencing standards

Troubleshooting of AV systems

Microsoft Teams Administrator – MS700

Microsoft 365 Fundamentals – MS900

Microsoft Collaboration Communications Engineer – MS721

ITIL Foundation


Working experience with the following is preferred:

  • ServiceNow or relatable ITSM platform
  • Video hardware manufacturers
  • Microsoft Teams

Microsoft O365