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Senior Service Desk Engineer 

adzuna-uk  |  United Kingdom  |  

United KingdomAlbert Rd, Bournemouth, BH1 1BZ
Information Technology/Computing
£30,000.00 per Annum
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Work Type:
Work Time:
Full Time


Senior Service Desk Engineer Department: Service Desk Reports To: Service Desk Team Leader Working Hours: 40 hours per week Contract Type: Permanent Salary: £30,000 – £35,000 (DOE) excellent benefits Location: Bournemouth Job Overview Responsible for supporting the Service Desk team and resolving reactive tickets as they are escalated.

Working in a fast-paced, dynamic environment, working across a variety of systems and applications, both on premise, in our own cloud environment and within public cloud systems.

Key Responsibilities Communicate with clients, end users and 3rd parties via telephone, e-mail and remote support tools to resolve Incidents, service requests and provide regular updates.

Work as a team and provide a point of escalation for other members of the Service Desk team to resolve client issues.

Identify and communicate to the relevant teams, any recurring incident that requires problem management.

Take full ownership of Service Desk tickets that are escalated to you through to their completion.

Recommend infrastructure improvements that you identify within client environments to Account Managers for consideration.

Undertake pre-arranged out of hours work for client systems.

Partake in an out of hours emergency support rota Utilise internal Service Desk systems and any other tools required to complete your role.

Assist with client and internal project work if required.

Undertake any training required by.

Complete full documentation of client and internal systems to the required standard.

Follow policies and procedures to comply with ISO20000 and ISO27001 accreditation.

Management of your own time and resolution of Service Requests within SLA.

Complete additional research when required when faced with unfamiliar technologies to resolve client issues in a timely manner.

Strive for continuous improvement in everything you do.

Desire to learn and improve your technical knowledge of catalogue of preferred technical solutions.

Share your knowledge and experience with other members of the teams to aid their development.

Deliver technical training on areas of expertise to the existing service delivery teams.

To become involved in other tasks/duties as required Essential Experience, Skills and Qualifications Valid Microsoft MCSA or Cisco CCNA certification At least 2 years’ experience working in a 3rd line technical support role within an MSP environment, providing support to end users and their line of business applications.

Support and maintenance of Microsoft Windows Server operating systems: oServer 2008- Server 2016.

Support and maintenance of Microsoft Windows client operating systems: oWindows 8.1 – Windows 10.

Support and administration of Virtualisation platforms – Hyper-V and VMWare.

Microsoft Exchange support and administration.

oExchange 2010 – Exchange 2016.

Active Directory support and administration.

Office 365 administration and support.

Support and maintenance of enterprise grade backup solutions: Cloud and on premise.

Support and maintenance of Cisco networking solutions: WAN, LAN and WLAN.

Support of enterprise grade wireless solutions.

Experience of working remotely and from site.

Configuration and troubleshooting of network print solutions Desired Experience, Skills and Qualifications IT degree Experience of working with Mimecast Microsoft Azure experience Experience using PowerShell Knowledge and understanding of the ITIL framework.

Experience of supporting macOS The role is suitable for someone who: Has a passion for technology and the drive to continually improve their own knowledge, obtain additional technical accreditations on a regular basis and gain exposure to a large variety of IT technologies.

Is a determined and resourceful individual, who enjoys problem-solving with the ability to think on your feet and find a solution, even when dealing with unfamiliar technologies.

Enjoys communicating with clients, has a keen eye for detail and takes pride in consistently delivering excellent customer service.

Please contact Dennis Danilouk at Hunter Goldman or send CV to or call: 07880 812856/