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: * Logging all actions and ensuring accurate documentation in ConnectWise. * Answering calls and delivering excellent customer service at all times. * Meeting individual and team KPI targets in line with Service Desk goals. * Escalating IT issues to the Senior Service Desk Engineer or Service Desk Manager when required. * Managing and maintaining IT Glue documentation for customers and internal use. * Collaborating with the Sales team to provide solutions and recommendations. * Supporting hosted environments and local infrastructure for clients. * Diagnosing and resolving technical issues for clients and internal teams. * Assisting in small to medium-sized IT projects as directed by the Service Desk Manager. * Applying security updates and system upgrades for clients and internal systems. * Setting up and configuring core servers for clients and internal use. * Ensuring software licensing records are maintained. * Providing technical support for both Mac and PC users. Minimum Experience: ...