Service Desk Engineer

at  Cv Library

CV Library is one of the UK’s most successful online job sites, and we work with thousands of the biggest names in recruitment, along with well-known corporate clients. We were proudly voted Employer of the Year 2022 by the Thames Valley Awards.
Our Head Office is based in Fleet, Hampshire, with regional branches throughout the UK. We are currently in a phase of exceptional growth and performance and are now looking to aggressively build on that success.
We have an exciting opportunity for a Service Desk Engineer to join our team. As a Service Desk Engineer, you will be responsible for providing technical support and troubleshooting solutions to our internal staff, ensuring their productivity and satisfaction.

REQUIREMENTS

• In-depth knowledge on o365, Windows operating systems and other Microsoft Services.
• In-depth knowledge and Administrations on Dynamics 365 and other Microsoft Power Apps.
• Strong, hands-on experience with laptop/PC configuration and physical setup.
• Strong communication skills.
• Strong customer service approach and team player.
• Strong work ethic and ability to work in dynamic work environment.
• To be able to work in isolation demonstrating clear accountability.
• Basic, hands-on experience with Linux.
• Basic knowledge with Cisco, Ubiquiti, Aruba

DESIRABLE REQUIREMENTS:

• Knowledge on Security principals & best practices.
• Experience with MDM products such as Intune.
• Exposure to Domain and Active directory environments
• Ubuntu / Unix operating systems
• Google apps

QUALIFICATIONS & SKILLS

• Appropriate industry experience of working in a Support environment.
• Possessing an ITIL certification would be a huge asset OR be able to demonstrate a strong understanding of the methods, Processes, and governance.
• Applicants must be high motivated, proactive and want to work to help shape the support we deliver.
• Highly developed sense of integrity and commitment to customer satisfaction and be able to demonstrate a passion for excellence with respect to treating and caring for customers.
• Possess a strong work ethic and team player mentality with strong decision making and analytical abilities.
• Willingness to work a flexible schedule and occasional overtime when needed.

• Ensuring all raised Issues are handled and resolved against agreed SLA’s and processes.
• Recording of all data relating to incidents within the ticketing system ensuring full alignment to the Incident Management Process.
• Administration of M365, D365, and other Microsoft Power Applications.
• Triage all incidents and escalate to next level support where required.
• Answering and resolving user desktop support requests.
• Responsible for new starters and leavers (office equipment, networking, telephony, PC or laptop setup and new user creation)
• Assisting with all internal desk moves as and when required.
• Ad hoc duties as and when required by line management.
• Ensuring all Asset details and user accounts/licenses are managed in accordance with procedures & processes.
• Evaluating and testing new platforms and software when required.
• Being involved in new deployment projects.
• Explaining technical details to non-technical stakeholders.
• Gaining exposure to our technical teams and Business, working closely with the Technical Support Team, Operations and Development.