This is an opportunity for a dynamic Senior Service Desk or 3rd Line Engineer to join a fast growing IT Managed Service Provider. The role will be based within our Service Desk reporting to our Service Desk Manager, working on tickets and directly assisting customers.
Initially office-based with scope to work on-site through site visits, assisting with project work and prescheduled onsite maintenance days. This will also progress into assisting the project team with project delivery.
Due to expected growth within the business, the suitable candidate will progress into standalone project work in the future. We take a proactive view on progressing employees careers and don't restrict Service Desk Engineers purely to ticket work.
General duties will include:
Resolving customer issues via a ticketing system, phone and email.
Detailed and complex tickets that have been escalated from the Service Desk.
Supporting Service Desk Engineers and providing knowledge transfer where required.
Ability to work free standing and proactively look for opportunities to provide better service to the customer base.
Working with customers on complex issues that require attention to detail and a high level of customer service understanding.
Working to Service Level Agreements
Working on complex alert and monitoring tickets to proactively prevent downtime.
Switching configurations and troubleshooting including Cisco, Meraki, HP.
Firewalls and Router configurations and troubleshooting including Meraki.
Advanced Windows Server troubleshooting including 2012/2016/2019 versions.
Windows endpoint troubleshooting including Windows 7 and Windows 10.
Advanced Office 365 Administration including troubleshooting and setting up.
Vmware knowledge is required for this role, with previous experience expected.
Advanced TCP/IP, Lan, Wan and VPN troubleshooting.
Building solid relationships with customers.
Delivering suitable on site work when requested by other teams within the business, such as delivering hardware or very basic setup within experience range to assist with any resource limitations within the business.
About You
You will have:
Five years' experience in end-user support
Three Experience of working on a Service Desk/Help Desk
Suitable Qualifications to demonstrate understanding of Microsoft or Hypervisor solutions
Excellent customer services skills
High level of interpersonal skills
An ability to accurately triage technical requests.
A valid UK driving license.
Job Types: Full-time, Permanent
Pay: £30,000.00-£37,000.00 per year
Benefits:
* Company events
* Company pension
* Cycle to work scheme
* Discounted or free food
* Employee discount
* Free parking
* Health & wellbeing programme
* On-site parking
* Sick pay
* Work from home
Education:
* A-Level or equivalent (preferred)
Experience:
* Customer service: 1 year (preferred)
* Technical support: 4 years (preferred)
Work Location: Hybrid remote in Burnley BB11 5UB