Service Desk Engineer
Location: Coventry - Office-based
Reports to: Support Team Leader
Salary - £36,000 + package
My client are an established and growing Managed Service Provider who are seeking a Technical Engineer to join their IT Services team. This role is ideal for an experienced IT Support engineer who enjoys solving complex technical issues, supporting a wide range of technologies, and working closely with both clients and internal teams. You will provide advanced technical support across infrastructure, cloud platforms, networking, and end-user systems, ensuring the smooth operation of client IT environments. The position involves both remote support and on-site client visits, offering exposure to a diverse range of technologies and environments.
Key Responsibilities:
* Provide technical support for incidents and service requests, resolving complex infrastructure and end-user issues
* Troubleshoot and maintain servers, networks, cloud platforms, and endpoint systems
* Escalate complex issues when required while ensuring SLA targets and customer experience standards are met
* Deliver on-site technical support, including installations, maintenance, and troubleshooting
* Maintain accurate documentation, knowledge base articles, and ticket records in the service management system
* Work closely with support technicians, senior engineers, and service teams to ensure seamless service delivery
* Assist with mentoring and supporting junior engineers, helping develop their technical skills
* Conduct root cause analysis to identify recurring issues and support continuous service improvement
* Represent the organisation professionally when interacting with clients
Technical Skills & Experience:
* Microsoft 365: Exchange Online, SharePoint, Teams, Entra ID (Azure AD)
* Operating Systems: Windows Server, macOS
* Active Directory: User & group management, GPOs, permissions
* Networking: TCP/IP, DNS, DHCP, VPNs, firewall technologies
* Virtualisation & Remote Access: Hyper-V, Remote Desktop (RDP)
* Endpoint & Device Management: Endpoint management tools, hardware and software troubleshooting
* Cloud Platforms: Microsoft Azure fundamentals
Certifications (Desirable)
* Microsoft 365 Fundamentals
* Microsoft Azure Fundamentals
* CompTIA A+, Network+, Server+
* CompTIA Tech+
* ITIL v4 Foundation