Specialist Service Desk Engineer

Roles and Responsibilities of a Specialist Service Desk Engineer
Eligibility – Required Skills & Attributes

• A love of (and ability to) Solve Problems & Challenges
• Excellent communication skills, founded in being a good listener
• Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
• Advanced knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek and human
• Experience using a Ticketing system / RMM Tool and PSA software (5 years minimum)
• Experience providing support via remote tools (5 years minimum)
• Experience handling Technical Service Tickets (5 years minimum)
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business (5 year minimum)
• Professional IT Certifications in particular CompTIA, Microsoft and related Vendors e.g. Sophos.
• Proficiency in scripting languages like Power Shell, Python, or Bash would be highly advantageous.
• A strong understanding of network infrastructure, including LAN, WAN, routers, switches, firewalls, and VPNs, is crucial. Experience of Draytek and Unifi products would be a distinct advantage.
• Proficient knowledge of system administration, including managing servers, operating systems, virtualization technologies, and ensuring optimal performance and security. In addition, Microsoft Entra, 365 and associated portals experience is required.
• A strong understanding of security principles, best practices, and compliance requirements is vital;
  Familiarity with security protocols, access controls, vulnerability management, and be able to implement security measures to protect systems and data. Strong Security, Endpoint Manager and Compliance Policy portal experience would be a distinct advantage.
• Driver’s license
• The ability to keep up with & adapt to the fast-paced IT world
• Develop and maintain knowledge and skills by continuous development working on mandatory and personal development training set out
• Keep up to date with new processes, procedures and developments
• The ability to follow our operational and cultural guidelines is a must – at ITC Service we believe that our 4 pillars of Integrity, Trust, Communication and Service is what sets us apart from other MSP’s.

• The number one goal of everyone in our team is to make our clients exceptionally happy. The Specialist Service Desk Engineer plays a vital role in making sure that escalated issues across servers, networks and cloud platforms are managed and dealt with in a timely manner.
• The Specialist Service Desk Engineer handles escalated support requests for the Service Desk Team. They are assigned the support requests that Specialist Service Desk Engineers escalate for assistance.

• Work on and resolve escalated Service Desk Tickets and Projects
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with advanced remote troubleshooting
• Remote Hardware Maintenance and Support

• Use our Ticketing System to manage projects and resolve Service Desk Tickets & Service Requests
• Managing and recording all work though our Ticketing System
• Make sure that Client Documentation is well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process

• Review RMM dashboard and apply remediation actions as indicated by our Processes
• Review regularly scheduled/automated actions as indicated by our Processes

• Work within the Projects Team to lead and deliver projects either onsite or remotely.
• As a Specialist Service Desk Engineer, you will be working both as a team and independently on projects.
• Assist with in hours as well as out of hours project work where required.
• Effective project management skills will be required. You should be able to plan, organize, and execute projects, coordinate with stakeholders, and manage timelines and resources effectively and independently.
• Troubleshoot network issues, configure network devices, and implement network security measures.

• Escalate tickets…