Service Desk Engineer (Linux)

14 Apr 2018
20 Apr 2018
Contract Type
Full Time
Our client is looking for an experienced Service Desk Engineer to provide effective front line IT support with a strong focus on Linux technologies.

Main Duties and Responsibilities

1st line end user technical support with a particular focus on Linux and related technologies.
Implementing fixes and solutions where appropriate either via discussing directly with the customer, via email or via remote control
Liaising with onsite support / field engineers to provide technical support where required
Assisting other teams with troubleshooting and ticket management
Manage, categorise and prioritise 1st line tickets - including problems, queries and requests regarding Pulsant services as well as internal support functions
Escalating calls to Technical Resolution groups in a timely manner
Protecting and promoting the Company’s image by approaching all service issues in a positive and effective manner, responding immediately to fault calls and service requests
Additional Responsibilities:

Flexibility is required of all job holders to adjust responsibilities as required from time to time by their Line Manager/Divisional Director
All roles will be required to handle confidential information and/or sensitive data in a professional manner and in line with existing Company processes and policies
The content and reporting lines detailed in this job description may be reviewed and changed from time to time to reflect organisational requirements.
This list is not exhaustive but provides an indicator of likely tasks and responsibilities
Special Conditions:

This role may require occasional customer and site visits throughout the UK
This role may require Monday to Sunday out of hours and on call working where necessary
This role may require working on a 24/7 shift basis.
This role requires the willingness of providing holiday cover and overtime as required
Skills/Knowledge Required


Minimum HNC or equivalent in IT, Computer Science or similar discipline or proven equivalent working experience
Experience of providing IT support services
Experienced working with Linux
Experience of delivering results in a customer service / client focussed role
Good basic technical understanding of various aspects of IT
Basic understanding of servers - preferably in Linux and Cisco - and how they operate.
Some knowledge of ISO / BSI and ITIL frameworks
Basic understanding of working with Service Level Agreements

Ideally hold a current MCP level qualification or be able to demonstrate a similar level of knowledge of Microsoft products and applications
ITIL Foundation qualification

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