Service Desk Engineer

Service Desk Engineer

Role:
Service Desk Engineer

Location:

Remote

Salary: up to £45k based on experience, plus benefits

Charles Square (CSq) is a Technology Services Partner serving the financial sector and regulated businesses. CSq provides Enterprise Support, Security, Strategy and Supply solutions that set a high bar on reliability, security, and customer experience.

CSq is an agile company, ISO
27001 certified and a Microsoft Partner. Our goal is to help companies transform and innovate using technology.

Working for CSq will give you first-hand access to world class technologies, exciting new applications, bespoke software products, fantastic clients, and a great team.

We are looking for an experienced, customer-focused and enthusiastic Service Desk Engineer to join our team. You will provide support for on-premises and Azure environments for our customers.

You should have a genuine interest in solving IT issues and be empathetic to customer needs and requirements. Day to day tasks include management and troubleshooting of customer environments and working with our project delivery team to plan and deploy environments and services for our customers.

Your time will be spent as a point of contact for our service desk, dealing with critical tickets and escalations, including change management. The candidate should be prepared to split their working day between providing support for customer environments and colleagues, delivery and documentation.

You should possess excellent written and verbal communication skills, be willing to collaborate with the wider IT support teams and help us continue to develop a strong partnership with our customers.

Reporting to the Service Desk Manager and working as part of a team of four engineers, you will:

• Act as the technical point of contact for incidents and service requests
• Lead troubleshooting across Azure and on-premises infrastructure, taking ownership of major incidents from triage through to resolution and post-incident review
• Drive root cause analysis on recurring or high-impact issues and implement permanent fixes rather than repeated workarounds
• Review and implement changes within customer environments, acting as a technical reviewer for changes raised by other engineers
• Build and maintain technical documentation, runbooks and knowledge base articles to reduce future escalations and uplift the wider team
• Identify opportunities where additional CSq services could genuinely benefit a customer, and flag these to account management

For this role we are looking for someone with previous experience in an IT Solution Provider or MSP environment, with in-depth knowledge in troubleshooting and the hunger to learn and progress as well as bringing something special to the company.

• Experience supporting and troubleshooting complex environments.
• Ability to work in a fast-paced environment and manage competing priorities.
• Ability to prioritise and self-manage your workload.
• You will have excellent client service skills, dealing with time critical issues efficiently as well as being enthusiastic about expanding your technical knowledge.

• Microsoft AZ-104 certification (or equivalent demonstrable experience); VMware Certified Professional is desirable
• 4+ years’ experience in a similar role
• Demonstrable working knowledge across most of the following Azure and on-premises components: VMware, Active Directory, Exchange (Online and/or on-premises), Intune, Conditional Access, and Storage/SAN

This is a remote role.

This role operates on a shift basis, Monday to Friday. Shifts are scheduled to provide coverage across our operating window of 07:00 to 23:00, and you will be…