Service Desk / Field Engineer - Managed Service Provider MSP

Location
Hertford
Salary
£22000 - £28000 per annum
Posted
29 Apr 2019
Closes
27 May 2019
Ref
00094727
Contact
Recruitment Genius Ltd
Function
IT
Contract Type
Permanent
Hours
Full Time
The Role

Due to continued success, this growing IT services company has an exciting opportunity for an experienced Service Desk / Field Engineer to join their Service Delivery team. Founded in 2006, the company has grown from strength-to-strength and is now a leading Managed Service Provider in the local area. They take pride in having an employee-centric environment and are strong believers in developing the skills, knowledge and resource of their workforce.

As a Service Desk / Field Engineer you will be responsible for providing both onsite and remote technical support for our vast client base. You will be responsible for managing remote and onsite technical matters with client IT systems, ensuring SLAs are met. The role will involve fault diagnosis and resolution, providing onsite, remote and telephone support for client infrastructure and end-users.

The ideal candidate will be an experienced Technical Support Engineer from a Managed Service Provider background. You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for IT and providing outstanding customer service is essential.

Key Responsibilities

- Provide onsite and remote technical support to an extensive client base.
- To install and maintain IT and communications systems in line with specifications, to ensure client requirements and deadlines are met, and that systems are fully secure.
- Provide 1st and 2nd Line diagnosis and resolution, maintaining a high level of 1st time fixes.
- Respond appropriately to technical issues raised, through resolution or escalation.
- Prioritisation and management of workload to ensure contractual SLAs are met.
- Log all service tickets received via telephone, email and service portal and handle accordingly throughout the stages of the ticket.
- To maintain the appropriate client site documentation for each designated client.
- Provide efficient customer service to a vast client base.
- Work in accordance with company values, policies, procedures and standards.

Essential Skills and Experience

The ideal candidate will be an experienced IT support engineer from a Managed Service Provider background. You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for IT and providing outstanding customer service is essential.

- Previous experience providing technical support for a Managed Service Provider.
- Excellent problem solving and customer service skills.
- Experience with key technologies, such as:
- Windows Server 2012 - 2016
- Microsoft Office 2010 - 2016
- Windows Desktop 7 - Windows 10
- Active Directory and Group Policy
- OSx Operating systems
- Office 365
- Networking technologies including LAN/WAN
- Installing/configuring printers
- DHCP/DNS
- A full driving licence is essential.

The hours of work are 37.5 per week. Their core office hours are 09:00-17:30, Monday-Friday.

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