Senior Service Desk Engineer
Description
Job Title: Senior Service Desk Engineer
Location: Macclesfield (Hybrid)
Salary: £40,000 - £45,000
Contract type: Permanent
About the role
Reporting to the Head of Technical Services, you will be responsible for providing 3rd line IT Technical support to customers.
You will Provide an IT support service to Internal IT Infrastructure and to the groups Customers.
As a Senior Service Desk Engineer, you will work with a broad range of technologies and will be customer facing with occasional visits to site. For this reason, a Full UK driving license will be needed.
As our Senior Service desk Engineer you will need to be a team player, energetic and keen to develop and progress your technical capabilities whilst acting as a point of escalation and mentor for more junior engineers.
What you'll do
- Manage and action escalations to the 3rd line Support queue.
- Assist and act as a mentor for 1st and 2nd line Support engineers as and when necessary.
- Act as a point of contact within the existing technical services department.
- Take customer requests via phone and e-mail, resolving queries in a timely and efficient manner.
- Work to SLA's for tickets and keep customers updated
- Manage the daily monitoring of customer backups and system health in line with monitoring procedures (Alerts & Checks, Customer checks procedures).
- Raise any issues relating to system health in a customer environment and ensure that customers are informed as a result.
- Ensure that monitoring checks are conducted for all customers with monitoring contracts.
- Research products, technologies, solutions and/or approaches to resolve client problems and work to develop standards for the guidance of others.
- Maintain and develop knowledge in light of technological developments and business objectives.
Requirements
What we are looking for
- A full UK driving license and access to own vehicle.
- Minimum of 5 years experience of working in a technical customer service IT support role with SLA obligations
- A strong level of experience in administering and troubleshooting the following technologies:
- Azure and 365 cloud computing (AAD, Azure VMs, AVD, Firewalls, Exchange, Teams, etc), Intune/Endpoint Manager
- Configuration, administration and troubleshooting of Windows Client and Server OSs and associated services
- Server Virtualisation environments (VMWare, Hyper-V)
- SAN (Equallogic, Compellent)
- AV Products (Defender for Endpoint, Webroot)
- Backup products (MABS/MARS, Veeam)
- Firewalls (Sonicwall, Fortigate)
- Networking skills including vLAN and Layer 3 switching/routing configuration and administration experience.
- Network printers
- VOIP
- Experience of working in a fast-paced environment
- Working experience of PSA and RMM solutions (e.g. ServiceNow, Autotask, N-Able, Datto)
- Detailed approach to understanding and updating technical documentation
- Coaching and mentoring experience of more junior engineers.
- Excellent customer service, communication and interpersonal skills- able to build and establish good working relationships internally and externally.
- Ability to take ownership of user problems and situations, be proactive in the approach to resolve the issue and interact with users to keep updated through the lifecycle of the job.
- Excellent telephone manner and customer engagement skills
- Practical problem solving and negotiation skills
- Strong prioritisation, time management and troubleshooting skills
- Detailed approach to work with a 'big picture' attitude e.g. ensuring documentation and information we hold for customers is maintained and updated, continuously update active support ticket notes, suggest solutions/new technologies to continuously improve customer infrastructure environments, etc.
Beneficial
- Experience of AVD
- Apple technologies and solutions (JAMF, MacOS)
- ITIL understanding (change management, MI, problem management)
Benefits
As one of the UK's leading independent IT and communication experts our their mission is to deliver a seamless technology experience to all end users. To make that vision a reality, they need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.
To make them successful they focus on strong communication, a culture based on fun, trust and collaboration. They have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow you to thrive.
They are committed to creating an excellent employee experience. Employees, culture and additional benefits all make this a great place to work.
There is a wide range of benefits and incentives to employees including:
- 'Design Your Life' training and development programme
- Flexible working
- Company Pension Scheme and matching contributions
- Company Perks portal
- Private Medical insurance
- Life assurance
- 25 days holiday plus bank holidays plus holiday trading
- Your Birthday off, on us!
- Health Club and Wellbeing Scheme
- Shares after 12 months employment
- Employee Assistance Programme
- Technical Training Academy and E-learning
