Service Desk Engineer

Service Desk Engineer Maidenhead/Newbury (office based) £24,000 - £27,000 + Company benefits About the Company: Our client was formed in 2010 offering a boutique IT & Communications service. Customer needs are listened to & understood rather than the ‘sheep dip’ approach to service delivery adopted by larger Services Integrators, all supported by our client’s in-house helpdesk and technical staff. Our client now supports over 275 UK organisations, from start-ups to FTSE 100 listed organisations and have a senior management team with over 75 years of industry experience driving steady growth. The Role:

• Remote access to the client’s machine to resolve problems.
• Utilize tools to continually monitor and manage problems as they arise and/or proactively prevent problems arising
• Assist with setting up and resolving issues with customer equipment.
• Log all incidents in the Service Desk system as required/directed and follow procedures and processes.
• Take ownership of client incidents and be proactive when dealing with them.
• Keep the client informed regarding the status of incidents.
• To work on projects under the guidance of senior engineer.
• Develop good working relationships with clients and establish a solid understanding of their business needs and issues.
• Consistently document knowledgebase with client information and fixes.
• Working within the guidelines of client specific service level agreements and objectives.

• 1-2 years’ experience on a Service Desk or a similar role within an IT support environment.
• Diligent and logical approach to working with strong problem-solving skills
• Excellent customer focused approach and commitment to service delivery
• Ability to prioritise workload
• Good interpersonal and communication skills, both verbal and written
• Bring an in-depth knowledge of Windows technologies including:

• 2 years’ experience within an MSP environment
• Understanding of networking technologies (Routers \ Switches)
• Understanding of networking fundamentals (DNS \ DHCP \ EMAIL etc.)
• Knowledge of ITIL
• VoIP experience, preferably Gamma
• Exposure to Meraki, Cisco and Draytek switch, router and wireless infrastructure
• Firewalls principles
• Virtualization (Hyper-V, VMware)
• Knowledge and experience with monitoring, antivirus and backup technologies
• Apple products and support
• Knowledge of desktop imaging software/services