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/