Service Desk Engineer

Hertford, Hertfordshire
ALLEGIANCE TECHNOLOGY LTD

Service Desk Engineer

Would you like the opportunity to join a dynamic, responsive, customer-focused team of highly skilled individuals and work for an ambitious MSP, who aim to provide the level of support a business would expect to receive from an internal IT team?

My client, an established IT solutions provider based in Hertford, are looking for a Service Desk Analyst to join their award winning team. As a 1st/2nd Line Service Desk Engineer, you will play a critical role in providing technical support and assistance to end-users within the organisation. You will be responsible for diagnosing and resolving technical issues, responding to service requests, and ensuring a smooth and efficient IT environment.

Responsibilities:

• Timely completion of daily tasks in ConnectWise and timesheet before leaving the workplace.
• Attending to phone calls and delivering exceptional customer service consistently.
• Maintaining appropriate attire, including on-site visits.
• Achieving designated KPIs
• Escalating IT issues to the appropriate senior personnel when necessary.
• Undertaking small to medium-sized IT projects as instructed by the Service Desk Manager.
• Maintaining up-to-date security and upgrades for desktops and laptops for both clients and internal use.
• Offering assistance as needed to the Service Desk Manager.
• Providing support and guidance to colleagues on IT-related matters.

Experience:

• 12 months experience of Helpdesk support – ideally in an MSP environment
• Practical experience with Office 365 Admin Centre, Exchange, SharePoint, OneDrive, and Teams.
• Active Directory
• Windows Server
• Group Policy Management
• Familiarity with networking concepts (DNS, DHCP, TCP/IP)
• Cyber Security Solutions

Desirable Experience:

• Hyper-V/VMWare
• Intune
• VoIP Telephony Support
• VLAN

If you are a skilled Service Desk Engineer seeking an opportunity to make a meaningful impact while advancing your career in the dynamic realm of Managed Service Providers, please apply with an up-to-date copy of your CV!