Senior Helpdesk Engineer

Vertex IT Solutions Ltd
£27k - £29k
05 Oct 2017
02 Nov 2017
Contract Type
Full Time
Job Title: Senior Service Desk Engineer Reports to: Operations Manager GENERAL SUMMARY: The Service Desk Engineer is responsible for handling 2nd and some 3rd level support of service requests. Must have exposure to technologies including: - Microsoft Windows Server 2008 to 2012 R2 - DNS - Group Policy - Firewalls - Zyxel, Watchguard, Sonicwall - VPNs including IPSec - File sharing including NTFS security - Office 365 Administration - Active Directory - VLANs including Netgear - Unifi Wireless Products - Backup technologies including Altaro, Backup Exec, Windows Backup and Veeam - Hyper-V - VMware - Powershell Essential Duties and Responsibilities: - IT Support relating to technical issues involving Microsoft's core business applications and operating systems - Support of disaster recovery solutions - Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security - Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix - Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets - System documentation maintenance and review in ConnectWise - Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable adjustments may be made to enable individuals with disabilities to perform the essential functions. - Advanced understanding of operating systems, business applications, printing systems, and network systems - Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care - Diagnosis skills of technical issues - Ability to multi-task and adapt to changes quickly - Technical awareness: ability to match resources to technical issues appropriately - Service awareness of all organization's key IT services for which support is being provided - Understanding of support tools, techniques, and how technology is used to provide IT services - Typing skills to ensure quick and accurate entry of service request details - Self-motivated with the ability to work in a fast moving environment
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