3 days ago Be among the first 25 applicants
The Service Desk Engineer will be working directly with end users and will be responsible for managing incidents and requests from receipt to resolution all while ensuring service level targets are met and guaranteeing customer satisfaction. Tickets can be generated by clients through various methods and the engineer will be required to prioritise and work on the tickets in a logical manner while ensuring the client is kept informed of progress. Managing a busy workload will be required so strong organisational skills are needed.
Working with and supporting Microsoft Windows operating systems, applications and M365 solutions, the role provides exposure to a plethora of different technologies and client environments with the opportunity to develop through hands on work and professional development.
A specific aim for this role is to bolster the existing team with a knowledgeable, experienced and enthusiastic engineer that has a customer first approach. Novem is a growing business and we need additional front-line engineers to ensure our clients receive the best possible service.
The pace within an MSP can be fast with varying demands on your time, so your ability to prioritise and work efficiently will be challenged. No two clients are exactly the same, so you’ll be exposed to different client setups, demands & priorities. Being flexible, reliable, creative and open to challenges is part of the MSP way of life.
Duties & Responsibilities
· Provide technical support for Novem’s customers remotely.
· Receive and log incidents and service requests into the ticketing system ensuring accurate data entry with an aim to provide first time fixes where possible.
· Processing joiner and leaver requests.
· Updating the business PSA (Autotask) to ensure customers and colleagues can see the latest incident and problem information.
· Remote and onsite assistance for business clients.
· Liaising with customers, third party support providers and suppliers.
· System builds, repair and configuration.
· Monitor, manage and troubleshoot customer systems using Datto RMM.
· Creating and updating technical, process documentation using IT Glue.
· End user guidance and education.
Person Specification
An enthusiastic and customer focussed individual with experience working on and supporting Microsoft Windows operating systems. The working environment can be fast paced with engineers working across a range of different support tickets so an ability to multitask and prioritise workloads is essential.
The candidate must have excellent written and verbal communication skills and the ability to professionally deal with customers, suppliers and colleagues at all levels. The ability to work as part of a team is a must but the individual will be required to work autonomously and be able to manage and prioritise their own workload. Furthermore, the candidate will be able to add to the existing technical skill set, demonstrate confidence in their ability and be able to draw on experience to suggest new\different technologies, working methods and processes.
You must have a desire to progress in the industry, learn new skills and crucially support your team mates.
Required Skills & Experience
· A minimum of 2 years’ technical experience in an IT support role ideally within a managed service provider (MSP).
· Experience in 1st and 2nd line support roles.
· Experience supporting and installing Microsoft Windows operating systems (Windows 7-11, Server 2008-2022).
· Active Directory and Group Policy management and troubleshooting
· File server management (including NTFS and Share Permissions)
· Support of Office 365 Technologies (Exchange Online, SharePoint, OneDrive, Teams etc).
· Understanding of networking fundamentals
· Installation and troubleshooting of print\multifunction devices
· Installation and troubleshooting of generic network devices
Experience in the use of, or exposure to, the below will be advantageous.
· Datto RMM
· Datto BCDR and Networking
· Firewall management and configuration.
· Supporting diverse industries and business sectors
· StorageCraft Shadow Protect
· Internal and Public DNS record management\troubleshooting
· Knowledge and troubleshooting of networking protocols and technologies – TCP/IP DNS; DHCP
· Technical certifications would be advantageous
o Microsoft associate qualification or above (e.g. MD-102, MS-102 or SC-300)
o CCNA/ CompTIA Network+/ Cyber Smart
o CompTIA A+
o ESET/ CompTIA security+/ Watchguard
What We Offer In Return
Pay: £24,000.00-£28,000.00 per year
* Company pension
* Cycle to work scheme
* Free parking
* On-site parking
* Sick pay
Schedule:
* Full time hours
* Monday to Friday
Work Location: In person at our Cheadle office
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
Referrals increase your chances of interviewing at Novem Ltd by 2x
Get notified about new Service Desk Engineer jobs in Cheadle, England, United Kingdom.
Manchester, England, United Kingdom 6 days ago
Manchester, England, United Kingdom 5 days ago
Hattersley, England, United Kingdom 1 week ago
Manchester Area, United Kingdom 6 days ago
Manchester, England, United Kingdom 3 weeks ago
Manchester Area, United Kingdom 3 weeks ago
Manchester, England, United Kingdom 5 days ago
Manchester, England, United Kingdom 3 weeks ago
Wythenshawe, England, United Kingdom 4 months ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr