Desktop Support Engineer

Job Title: IT Support Engineer

Position Overview

We are looking for a proactive and skilled IT Support to join our dynamic team. In this role, you will play a key part in maintaining and optimizing our clients’ network infrastructure. Your expertise will be essential in troubleshooting issues, enhancing performance, and delivering top-tier technical support.. The ideal candidate will have previous IT support experience and exceptional knowledge of Microsoft Technologies and IT security policies. A good working knowledge of software and operating systems would also be beneficial.

You will be reporting directly to the IT service desk manager, delivering IT support services for the wider organization and its clients.

Key Responsibilities of the Role

• Ensure SLAs are met by promptly responding, resolving, or escalating tickets.
• Take ownership of tickets ensuring the customer and ticket are updated with the ticket resolved where possible or assigned to the next resolving group in a timely manner.
• Provide a professional and high-quality customer support service adhering to service management principles.
• Troubleshoot desktops, laptops, Servers, hardware, software, and network faults.
• Provide support to 1st line to help upskill and improve knowledge.
• Identify recurring incidents and raise known problems whilst making senior leaders aware.

Key Skills of the Role

• IITIL certification or working knowledge of.
• A+ certification or equivalent.
• Comprehensive understanding of PC hardware set-up and configuration.
• Understanding of networking including LAN, WAN, and VPN.
• Excellent communication skills and telephone manners.
• Able to write technical documentation and document policies, processes, and procedures.
• Results-focused and action-oriented; displays a positive work attitude.

Salary

The salary for this permanent position is £30,000 per annum. The organization has an excellent benefits package and offers fully remote working opportunities.