Helpdesk Engineer

The Unite Group are recruiting for a service desk engineer, ideally with an MSP background, to join our highly reputable company. As a service desk engineer you will handle first level support requests that come in from our clients both via the support telephone line and our ticketing system. Our service desk engineering team are the first point of contact for our clients and are crucial in ensuring we provide exceptional customer service to our clients.

The successful candidate will be responsible for providing technical support and maintenance to all clients IT assets and systems. A key part of the role is to ensure that we deliver exceptional customer support at all times whilst ensuring fault resolution in line with our clients SLA obligations.

The role requires the candidate to be able to deliver excellent customer service, both written and oral, throughout an IT support issue lifecycle from reporting to resolution. The successful candidate must have the ability to act both independently and as part of a team and be able to manage their own time and workload to handle multiple IT support requests at the same time.

· At least 1 year experience working in a similar role

· Excellent fault finding and troubleshooting skills

· Work independently and as part of a team with the ability to calmly interact with customers and escalate technical support issues to senior team members when required

· Excellent communication skills (written and oral)

· Detail focused and able to maintain accurate ticket notes and documentation

· A strong customer support focus

· Good and demonstrated knowledge of various Microsoft products and services (MS365, Server OS, Desktop OS)

· Good understanding of VoIP telephony

· Good understanding of WAN/LAN troubleshooting and VLANs

· Highly motivated to learn new skills to support our wide range of customer business & IT systems

Desirable Skills

· Experience working for an MSP

· Related Academic Studies

· MCSA Desktop

· MTA - Desktop, Cloud, Server, Networks and/or security

· MCSA Server

· Certifications in ITIL, CompTIA, Cisco, or other relevant field,

• A-Level or equivalent (preferred), Technical support: 1 year (preferred)


• Customer service: 1 year (preferred)
  
  · After 2 years service annual leave increases by 1 day per year up to 28 days


· Opportunities for professional development and certification

· Exposure to a diverse range of IT projects

· Competitive salary

· The company supports flexible working when required

· Eyecare vouchers and company sick pay scheme

Job Types: Full-time, Permanent

Pay: From £25,000.00 per year

Benefits:

• Additional leave


• Bereavement leave


• Free parking


• On-site parking


• Sick pay


Schedule:

• Monday to Friday