Overview
Employee Job Title Third Line Service Desk Engineer
Team Service Desk
Job Type Full Time
Location Hybrid Remote/On-Site
Hours 40 hours
Job Description
Collaborate with leadership to develop and maintain cloud services and IT infrastructure. This includes planning and executing large-scale projects, supporting the training of the Helpdesk team, and helping improve internal processes and policies.
Roles and responsibilities
* Assist in the development and integration of Power BI for client data solutions
* Provide professional and efficient telephone, email, and in-person support for complex issues
* Document and update client information accurately for smooth issue resolution
* Log, update, and resolve higher-level support tickets escalated from 1st or 2nd line
* Diagnose and resolve complex technical issues
* Prepare hardware and software for installation at client sites
* Support and guide other service desk engineers when necessary
* Attend client sites for troubleshooting or project work as required
* Contribute to technical projects, ensuring successful delivery
* Train and mentor 1st and 2nd line support staff on advanced troubleshooting and tools
Technical skills
Required Skills
* Windows Server 2012, 2016, 2019, 2022
* Windows 10 and 11
* Microsoft 365
* DHCP, DNS, Active Directory, File Storage
* PC Hardware building, configuration and installation
* Networking, Switching, Next-Gen Firewalls
* Hyper-V
* Android and IOS
* Mac OS Sonoma/Ventura/Monterey
* VMWare, AWS, Citrix XenCentre
* PowerShell Scripting
* Experience with Backup and Disaster recovery processes and systems
* 28 days holiday + bank holidays (Rising to 36 Days + bank holidays after 1 year service)
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