Service Desk Engineer London
Remote based with 1 day a month in office in Holborn
Package £30-35K depending on experience
Immediate start for right applicant
OVERVIEW:
Our client is a rapidly growing IT Support and Consultancy company. They work with established business and or a start-ups and do everything they can to help these companies realise their ambitions. They provide specialist IT support for businesses in London and the surrounding counties and recommend the best IT solutions for them to help them go to the next level. They are looking for a Service Desk Engineer to join their team in because of continued growth and expansion.
KEY ACCOUNTABILITIES:
- To deliver excellent customer service by using your expertise to provide telephone and remote technical support to our clients.
- Being able to build successful working relationships remotely requires excellent communication skills and the ability to support clients where their input is required to resolve issues.
- Identifying ways to proactively reduce recurrent issues is as important as solving issues quickly and efficiently as possible.
- You will also play a key part in developing our client's documentation and ensuring this remains current and consistent.
- Reports to the Head of Operations but your day-to-day activities will be directed by the Technical Team Coordinator (TTC) who oversees the triaging of all incoming incidents and requests, plans resources, diaries, and workload.
- Proactively solve incidents, using ServiceNow to communicate with clients, log your time and document what actions have been taken to resolve the incident
- Manage, prioritise and respond promptly and effectively to assigned tickets
- through to satisfactory conclusion according to SLA targets
- Working as part of a team to resolve the target number of tickets each day
- Provide technical assistance to other team members
- Support the day-to-day operations and maintenance of services
- Proactive monitoring and management of operational services (backups, disaster recovery processes, anti-virus, monitoring alerts)
- Effective escalation of tickets which might constituent a risk for the client
- Develop and maintain documentation
- Contribute to the development of processes
- Cover sickness/holidays for other team members
SKILLS & EXPERIENCE:
Required
- Apple Mac hardware
- macOS and iOS
- Windows and Windows Server
- Software (Microsoft Office and Adobe Creative Cloud)
- Network Hardware (routers, switches and wireless access points)
- Networking (DHCP, DNS, IP addresses, subnet masks, etc.)
- RAID storage
- Backup software (e.g. CrashPlan, Carbon Copy Cloner, Veeam)
- Cloud Email hosting (Microsoft 365, Google Workspace)
Desired
- Jumpcloud
- Addigy
- Jamf
- QNAP
- Synology
- Meraki
- CAD software such a Vector Works, AutoCAD or SketchUp Pro
- Apple Certifications, such as ACSP
Due to the high volume of applications we receive we are not able to get back to everyone who applies. Therefore if you have not heard back from Experis within 7 days please assume that your application has been unsuccessful however we will contact you if suitable roles come up that match your skill set.
