Service Desk Engineer

Description:

A multi-winning Managed Service Provider are looking to on board a Service Desk Engineer to join the service team and drive onsite support to one of their key clients to ensure high level of service is consistently delivered.

You will provide hands-on support to a enterprise scale account, working with some of the latest technologies.

Responsibilities:

• Log all customer issues, queries, and requests into the ticket management system;
• Provide level 1.5 server, network, and desktop technical support, diagnosing customer issues, and providing a high level of first time fix;
• To action hardware configurations and software installations.
• Manage and work to internal and customer SLA’s, escalating any concerns.
• Create and maintain customer specific infrastructure documentation.
• End to end ownership of problem resolution.
• Managing client expectations through clear communications.

Essential Experience:

• Experience of working in a customer facing role
• Familiar with working to SLA’s to meet both customer and contract requirements
• Working as part of a wider service delivery function.
• Veeam backup and replication MS Windows Server Technologies
• Office 365, Active Directory.