1st Line On-Site Service Desk Engineer

Gloucester, UK
18 Sep 2019
03 Oct 2019
Contract Type
Full Time
1st Line On-Site Service Desk Engineer

Gloucester with National Travel

£24,000 Annually + on call bonus

About the Client:

* Our client, specialists in the IT Support Services, are seeking a hardworking and passionate 1st Line On-Site Service Desk Engineer based around the Gloucester area to join their dynamic team on a permanent basis.

The Role:

* To provide customer service and general administration duties for onsite services. To provide remote, onsite and workshop IT support to Converge Customers. To assist with and implement projects scheduled by Service Desk Coordinator/Manager or a Project Manager. Other services will include, providing remote and workshop IT support.

* Provide support for the 1st line support and escalations for our customers

* Provide mentoring for the 1st line support Engineers

* Provide Business as usual IT support on site for customers

* Answer incoming telephone calls, tickets and emails and provide first point of contact as well as escalations to all customers when on their sites

* Correctly log and update tickets with the required information relating to support requests
Manage, monitor and maintain server and workstation monitoring platform on a daily basis

* Logging support tickets for all issues flagged, including 24/7 and daily checks

* Notify the service desk coordinator of reoccurring outages

* Raise hardware failures as critical P1 priority

* Raise outages as critical P1 priority

* Manage ticket priority, category and customer updates for calls in unassigned ticket queue

* Manage own ticket queue and work schedule in an efficient manner

* Assist on Project work and Projects run from the Service Desk

* Provide coaching on technical skills and processes to junior staff

* Provide pre-sales support to existing customers

* Highlight and complete proactive maintenance for support customers

* Provide excellent and effective customer service at all times

* Provide general administration and scheduling tasks for the service desk coordinator

Qualities Required:

* Working knowledge of windows server 2003/2008/2012/2016

* Working knowledge of windows 7/8/10

* Working knowledge of Office 2003/2010/2013/2016/365

* Exchange server 2003/2007/2010/2013/2016/365 implementation experience

* Working knowledge of VM Ware and or Hyper-v

* Working knowledge of networking components, networking operating systems and basic maintenance

* Backup configuration and maintenance experience

* Hands on knowledge of the procedures used in the installation modification maintenance and repair of IT hardware and software

* Daily system checks, servers, backups and firewalls Escalation point for incident resolution

Does this job interest you? Excellent. You can do the following:

* Apply today! Whether you feel you have the right experience or not, we will always help you.

* Contact Lauren Cooper via email or you can call them on (phone number removed) and (phone number removed)

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