IT Service Desk Engineer
10 days ago
Hertford
Service Desk Engineer (1st/2nd Line) We are working with a leading IT service provider that is looking for a skilled Service Desk Engineer (1st/2nd Line) to join their team. This is an exciting opportunity to be part of a dynamic and fast-paced environment, providing high-quality IT support and solutions to a diverse client base. Responsibilities: • Logging all actions and ensuring accurate documentation in ConnectWise., • Answering calls and delivering excellent customer service at all times., • Meeting individual and team KPI targets in line with Service Desk goals., • Escalating IT issues to the Senior Service Desk Engineer or Service Desk Manager when required., • Managing and maintaining IT Glue documentation for customers and internal use., • Collaborating with the Sales team to provide solutions and recommendations., • Supporting hosted environments and local infrastructure for clients., • Diagnosing and resolving technical issues for clients and internal teams., • Assisting in small to medium-sized IT projects as directed by the Service Desk Manager., • Applying security updates and system upgrades for clients and internal systems., • Setting up and configuring core servers for clients and internal use., • Ensuring software licensing records are maintained., • 12+ months experience in a helpdesk or IT support role., • Experience with Windows 10/11 managed support., • Printer and server management (2016/2019)., • Management of domains/DNS (GoDaddy, 123 Reg, etc.)., • Office 365 Admin Centre / Exchange experience., • SharePoint, OneDrive, and Teams support., • Networking (DNS, DHCP, TCP/IP)., • 2+ years of experience in an MSP environment., • Hyper-V / VMware., • VOIP telephony support (3CX, Horizon)., • Remote Desktop solutions (Azure WVD, RDS)., • MDM solutions (Intune, Hexnode, etc.).