Job description

JOB SUMMARY

We are seeking a skilled and motivated 1st/ 2nd Line Service Desk Engineer to join our team. As a 1st/2nd Line Service Desk Engineer, you will provide day-to-day support and troubleshooting of issues, as well as ad-hoc and pre-planned on-site call outs and project work, from our offices located in Ashford.

SKILLS & REQUIREMENTS

• Excellent understanding of Windows Desktop & Server environments.
• Proven knowledge of Microsoft 365 & Entra ID.
• Previous exposure to Intune managed devices.
• Exposure to Google Workspace
• Proven understanding of networking concepts such as DNS, DHCP etc.
• Proven understanding of networking hardware such as routers, switches, firewalls and APs etc.
• Good understanding of mobile device troubleshooting (iPhone & Android).
• Familiar with concepts such as RMM, NGAV, MDR & Email Security platforms.
• Excellent phone manner and customer service attitude. As well as the ability to describe and demonstrate complex issues in a way customers will understand.
• Excellent written & spoken English.
• A full, clean UK Driving License.
• Ability to travel to client’s sites as and when required.
• Have a minimum of 18 months’ experience within an MSP environment.

DESIRED QUALIFICATIONS

Citi Business IT don’t require any formal I.T qualifications for any technical role. It’s the quality of your work and experience that matters. But having them is a good way of showing what you’ve achieved prior to joining us.

• Work as part of a team to provide technical support for customers’ existing hardware and/or software installations and resolve as soon as reasonably possible using the resources available to you.
• Answer customer phone calls and log support tickets when other resources are busy.
• Respond to alerts from our various monitoring systems to provide proactive maintenance and support.
• Create and maintain detailed documentation of client environments and processes.
• Provide on-site support to customers when required.
• Installation and maintenance of new equipment & devices at a client site when required.
• Work on projects such as infrastructure refreshes, disaster recovery, infrastructure migration and virtualisation etc. both remotely and onsite.