Job Description
Service Desk Engineer - Crewe
£40,000 PA
IT department within a leading construction engineering business is seeking a highly proactive and analytical Service Desk Engineer (2nd Line) to join them on a permanent basis. This is a stand-alone on-site IT role, working autonomously day-to-day, while being fully supported by a centralised main IT department.
You will be responsible for logging, diagnosing, and resolving issues across a range of hardware and software systems. The role involves providing escalation support to 1st line IT technicians, liaising with other internal IT functions and external vendors and ensuring the delivery of a consistently high level of IT support across the business.
This position is also client-facing, requiring regular interaction with internal stakeholders and users. As such, excellent communication skills, a professional approach and the ability to explain technical issues clearly to non-technical users are essential.
Key Responsibilities:
* Provide end-user support to VIPs and users via telephone, remote support, email, and face-to-face
* Prioritise and manage workflow through the ITSM system (ServiceNow)
* Conduct on-site technical investigations and escalate issues to ensure timely resolution
* Collaborate with IT team members and support 1st and 2nd line IT teams
* Install, update, maintain, and support various software packages and hardware
* Perform Active Directory administration and deploy software via Endpoint Manager
* Support SIP/VOIP telephony and video conference systems
* Configure and support iOS/Android mobile devices and 4G/5G dongles
* Assist with IT projects and maintain technical documentation
Qualifications and Skills:
* Microsoft certifications (desired)
* Experience with ITSM systems
* Proficiency in Windows Operating Systems, Active Directory, Office 365, and Microsoft Teams
* Understanding of anti-virus products, web gateway filtering, and networking concepts
* Strong communication, problem-solving, and customer service skills
* Ability to work under pressure and prioritize tasks effectively