Service Desk Engineer

3 days ago Be among the first 25 applicants

The Service Desk Engineer will be working directly with end users and will be responsible for managing incidents and requests from receipt to resolution all while ensuring service level targets are met and guaranteeing customer satisfaction. Tickets can be generated by clients through various methods and the engineer will be required to prioritise and work on the tickets in a logical manner while ensuring the client is kept informed of progress. Managing a busy workload will be required so strong organisational skills are needed.

Working with and supporting Microsoft Windows operating systems, applications and M365 solutions, the role provides exposure to a plethora of different technologies and client environments with the opportunity to develop through hands on work and professional development.

A specific aim for this role is to bolster the existing team with a knowledgeable, experienced and enthusiastic engineer that has a customer first approach. Novem is a growing business and we need additional front-line engineers to ensure our clients receive the best possible service.

The pace within an MSP can be fast with varying demands on your time, so your ability to prioritise and work efficiently will be challenged. No two clients are exactly the same, so you’ll be exposed to different client setups, demands & priorities. Being flexible, reliable, creative and open to challenges is part of the MSP way of life.

Duties & Responsibilities

• Provide technical support for Novem’s customers remotely.
• Receive and log incidents and service requests into the ticketing system ensuring accurate data entry with an aim to provide first time fixes where possible.
• Processing joiner and leaver requests.
• Updating the business PSA (Autotask) to ensure customers and colleagues can see the latest incident and problem information.
• Remote and onsite assistance for business clients.
• Liaising with customers, third party support providers and suppliers.
• System builds, repair and configuration.
• Monitor, manage and troubleshoot customer systems using Datto RMM.
• Creating and updating technical, process documentation using IT Glue.
• End user guidance and education.

Person Specification

An enthusiastic and customer focussed individual with experience working on and supporting Microsoft Windows operating systems. The working environment can be fast paced with engineers working across a range of different support tickets so an ability to multitask and prioritise workloads is essential.

The candidate must have excellent written and verbal communication skills and the ability to professionally deal with customers, suppliers and colleagues at all levels. The ability to work as part of a team is a must but the individual will be required to work autonomously and be able to manage and prioritise their own workload. Furthermore, the candidate will be able to add to the existing technical skill set, demonstrate confidence in their ability and be able to draw on experience to suggest new\different technologies, working methods and processes.

You must have a desire to progress in the industry, learn new skills and crucially support your team mates.

Required Skills & Experience

Experience in the use of, or exposure to, the below will be advantageous.

o Microsoft associate qualification or above (e.g. MD-102, MS-102 or SC-300)

o CCNA / CompTIA Network+ / Cyber Smart

o CompTIA A+

o ESET / CompTIA security+ / Watchguard

What We Offer In Return

Pay : £24,000.00-£28,000.00 per year

Schedule :

Work Location : In person at our Cheadle office

Seniority level

Seniority level

Entry level

Employment type

Employment type

Full-time

Job function

Job function

Information Technology

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