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:
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Logging all actions and ensuring accurate documentation in ConnectWise.
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Answering calls and delivering excellent customer service at all times.
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Meeting individual and team KPI targets in line with Service Desk goals.
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Escalating IT issues to the Senior Service Desk Engineer or Service Desk Manager when required.
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Managing and maintaining IT Glue documentation for customers and internal use.
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Collaborating with the Sales team to provide solutions and recommendations.
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Supporting hosted environments and local infrastructure for clients.
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Diagnosing and resolving technical issues for clients and internal teams.
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Assisting in small to medium-sized IT projects as directed by the Service Desk Manager.
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Applying security updates and system upgrades for clients and internal systems.
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Setting up and configuring core servers for clients and internal use.
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Ensuring software licensing records are maintained.
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Providing technical support for both Mac and PC users.
Minimum Experience:
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12+ months experience in a helpdesk or IT support role.
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Experience with Windows 10/11 managed support.
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Printer and server management (2016/2019).
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Management of domains/DNS (GoDaddy, 123 Reg, etc.).
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Office 365 Admin Centre / Exchange experience.
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SharePoint, OneDrive, and Teams support.
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Networking (DNS, DHCP, TCP/IP).
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Cybersecurity solutions (AV, email security, web filtering).
Preferred Knowledge:
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2+ years of experience in an MSP environment.
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Hyper-V / VMware.
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VOIP telephony support (3CX, Horizon).
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Remote Desktop solutions (Azure WVD, RDS).
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MDM solutions (Intune, Hexnode, etc.).
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Experience with ConnectWise Manage, Automate RMM tools, and IT Glues
If you re an experienced Service Desk Engineer looking to take the next step in your career, we d love to hear from you. Apply now to be considered for this exciting opportunity!