Job Description
As a member of the Technical Operations team, the Service Desk Engineer will provide onsite and remote support to our clients who have critical response time requirements for their business technology systems. You will work independently and as part of a team to assist with technical issues and change requests. When necessary, you will act as a point of escalation from a technical perspective, whilst also working closely with the project coordinators on team related projects.
Job responsibilities:
You will provide expert technical assistance and support to our technical team and other areas of the business as needed. This role may also include designing, implementing, and testing complex networking/infrastructure in support of our customer needs. This role will also successfully
demonstrate the skills required to secure and manage network infrastructures to protect productivity, mitigate threats, and reduce costs. Other key responsibilities are as follows:
- Provide technical knowledge and support for Network, Infrastructure and Telephony services, to aid customers either remotely or onsite, whilst adhering to SLA’s.
- Participate in monitoring and management of system alerts and notifications.
- Participate in the administration and maintenance of the remote monitoring and management systems, including responding to alerts, monitoring dashboards, and conducting periodic system reviews.
- Provide technical expertise and advice where required within the business.
- Act as a point of technical escalation to junior Service Desk Engineers.
- Maintain documentation in-line with company processes.
- Communicate with customers as part of projects and service desk escalations.
- Participate in internal or external patching out of hours.
- Participate in out-of-hours on-call rota (following completion of probationary period).
- Attend site visits as and when required
Essential
A minimum of 2 years relevant experience within an MSP/technical environment is required for this role. Initially office based, a full clean driving license is essential as the engineer will be visiting customer sites, potentially on a very frequent basis.
- Excellent customer service skills – both remotely and in-person.
- 2 years relevant experience within an MSP/technical environment.
- Good understanding of Microsoft operating systems.
- Ability to “think on your feet”
Desirable
- HP/Aruba (experience configuring and deploying these vendors devices, particularly Wi-Fi and switches).
- Exposure to Juniper hardware.
- General experience with hosted services, such as Microsoft 365, VMware, Acronis.
Company Benefits
- On-site Parking: Hassle-free parking is available for all employees
- Team Building Budget: Each month, receive £20 to enjoy with your team.
- Annual Leave: 24 days holiday per year plus bank holidays, with the addition of one extra day after 4 years of service (up to 25 days)
- Birthday Leave - Take the day off to celebrate your birthday! Whether you use this time to have a party or relax, we want to make sure you are able to celebrate it.
- Company sick pay based on your length of service (some restrictions apply).
- Annual leave trading - Each year we open a window where you can choose to buy or sell up to 5 days of your annual leave, giving you flexibility if you need more time off or would like the extra cash.
- Pension Scheme: We offer a solid pension plan to support your future.
- Volunteering Day - To show our commitment to local communities and charities, we offer each employee the chance to volunteer for a registered charity of their choice for 1 day a year. This time off will not affect your annual leave.
- Company Events: Enjoy access to company events, including occasional trips abroad.
- Cycle-to-Work Scheme: A green and healthy way to commute, supported by our scheme.
- Employee Wellbeing Support: Access to resources and support for your overall wellbeing
