OVERVIEW

We are seeking a dedicated and knowledgeable engineer to join our dynamic service desk team. In this role, you will be responsible for providing exceptional IT support to our clients, ensuring their technical issues are resolved efficiently and effectively. Your strong customer service skills will be essential in delivering a positive experience for our users.
As a member of the Technical Operations team, the Service Desk Engineer will provide onsite and remote support to our clients who have critical response time requirements for their business technology systems. You will work independently and as part of a team to assist with technical issues and change requests. When necessary, you will act as a point of escalation from a technical perspective, whilst also working closely with the project coordinators on team related projects.

REQUIREMENTS

A minimum of 2 years relevant experience within an MSP/technical environment is required for this role. Initially office based, a full clean driving license is essential as the engineer will be visiting customer sites, potentially on a very frequent basis.

• Proven experience in IT support or a similar role, demonstrating strong problem-solving abilities.
• Excellent customer service skills - both remotely and in person
• Good understanding of Microsoft operating systems.
• Ability to work independently as well as part of a team in a fast-paced environment.
• Ability to ‘think on your feet’
• Strong organisational skills with attention to detail.

OTHER DESIRABLE SKILLS

• HP/Aruba (experience configuring and deploying these vendors devices, particularly Wi-Fi and switches).
• Exposure to Juniper hardware.
• General experience with hosted services, such as Microsoft 365, VMware, Acronis.
  If you are passionate about technology and enjoy helping others resolve their technical challenges, we encourage you to apply for this exciting opportunity.
  Job Types: Full-time, Permanent
  Pay: £30,000.00-£35,000.00 per year

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• Health & wellbeing programme
• On-site parking

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Fareham, Hampshire: reliably commute or plan to relocate before starting work (required)

Experience:

• MSP: 2 years (required)
• Technical Support: 2 years (required)

Licence/Certification:

• Driving Licence (required)

Work Location: In perso

RESPONSIBILITIES

You will provide expert technical assistance and support to our technical team and other areas of the business as needed. This role may also include designing, implementing, and testing complex networking/infrastructure in support of our customer needs. This role will also successfully demonstrate the skills required to secure and manage network infrastructures to protect productivity, mitigate threats, and reduce costs. Other key responsibilities are as follows:

• Provide technical knowledge and support for Network, Infrastructure and Telephony services, to aid customers either remotely or onsite, whilst adhering to SLA’s.
• Participate in monitoring and management of system alerts and notifications.
• Participate in the administration and maintenance of the remote monitoring and management systems, including responding to alerts, monitoring dashboards, and conducting periodic system reviews.
• Provide technical expertise and advice where required within the business.
• Act as a point of technical escalation to junior Service Desk Engineers.
• Maintain documentation in-line with company processes.
• Communicate with customers as part of projects and service desk escalations.
• Participate in internal or external patching out of hours.
• Participate in out-of-hours on-call rota (following completion of probationary period).
• Attend site visits as and when required

A minimum of 2 years relevant experience within an MSP/technical environment is required for this role. Initially office based, a full clean driving license is essential as the engineer will be visiting customer sites, potentially on a very frequent basis.

• Proven experience in IT support or a similar role, demonstrating strong problem-solving abilities.
• Excellent customer service skills - both remotely and in person
• Good understanding of Microsoft operating systems.
• Ability to work independently as well as part of a team in a fast-paced environment.
• Ability to ‘think on your feet’
• Strong organisational skills with attention to detail