Senior Service Desk Engineer

Hunter Goldman Limited
Bournemouth, UK
05 Aug 2019
15 Sep 2019
Contract Type
Full Time
Senior Service Desk Engineer

Department: Service Desk
Reports To: Service Desk Team Leader
Working Hours: 40 hours per week
Contract Type: Permanent
Salary: £30,000 - £35,000 (DOE) + excellent benefits
Location: Bournemouth

Job Overview
Responsible for supporting the Service Desk team and resolving reactive tickets as they are escalated. Working in a fast-paced, dynamic environment, working across a variety of systems and applications, both on premise, in our own cloud environment and within public cloud systems.

Key Responsibilities

• Communicate with clients, end users and 3rd parties via telephone, e-mail and remote support tools to resolve Incidents, service requests and provide regular updates.

• Work as a team and provide a point of escalation for other members of the Service Desk team to resolve client issues.

• Identify and communicate to the relevant teams, any recurring incident that requires problem management.

• Take full ownership of Service Desk tickets that are escalated to you through to their completion.

• Recommend infrastructure improvements that you identify within client environments to Account Managers for consideration.

• Undertake pre-arranged out of hours work for client systems.

• Partake in an out of hours emergency support rota

• Utilise internal Service Desk systems and any other tools required to complete your role.

• Assist with client and internal project work if required.

• Undertake any training required by.

• Complete full documentation of client and internal systems to the required standard.

• Follow policies and procedures to comply with ISO20000 and ISO27001 accreditation.

• Management of your own time and resolution of Service Requests within SLA.

• Complete additional research when required when faced with unfamiliar technologies to resolve client issues in a timely manner.

• Strive for continuous improvement in everything you do.

• Desire to learn and improve your technical knowledge of catalogue of preferred technical solutions.

• Share your knowledge and experience with other members of the teams to aid their development.

• Deliver technical training on areas of expertise to the existing service delivery teams.

• To become involved in other tasks/duties as required

Essential Experience, Skills and Qualifications

• Valid Microsoft MCSA or Cisco CCNA certification

• At least 2 years' experience working in a 3rd line technical support role within an MSP environment, providing support to end users and their line of business applications.

• Support and maintenance of Microsoft Windows Server operating systems:
oServer 2008- Server 2016.

• Support and maintenance of Microsoft Windows client operating systems:
oWindows 8.1 - Windows 10.

• Support and administration of Virtualisation platforms - Hyper-V and VMWare.

• Microsoft Exchange support and administration.
oExchange 2010 - Exchange 2016.

• Active Directory support and administration.

• Office 365 administration and support.

• Support and maintenance of enterprise grade backup solutions:

• Cloud and on premise.

• Support and maintenance of Cisco networking solutions:

• WAN, LAN and WLAN.

• Support of enterprise grade wireless solutions.

• Experience of working remotely and from site.

• Configuration and troubleshooting of network print solutions

Desired Experience, Skills and Qualifications

• IT degree

• Experience of working with Mimecast

• Microsoft Azure experience

• Experience using PowerShell

• Knowledge and understanding of the ITIL framework.

• Experience of supporting macOS

The role is suitable for someone who:

Has a passion for technology and the drive to continually improve their own knowledge, obtain additional technical accreditations on a regular basis and gain exposure to a large variety of IT technologies.
Is a determined and resourceful individual, who enjoys problem-solving with the ability to think on your feet and find a solution, even when dealing with unfamiliar technologies.
Enjoys communicating with clients, has a keen eye for detail and takes pride in consistently delivering excellent customer service.

Please contact Dennis Danilouk at Hunter Goldman or send CV to or call: 07880 812856/

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