Service Desk Engineer

Overview

Our client UKIT experts, boasting 25 years of expertise, providing top-notch enterprise-level IT services encompassing Managed IT support, Cybersecurity, and Communications, are looking for a Service Desk Engineer
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The primary responsibility of the Service Desk Engineer will be to maintain optimal computer functionality to facilitate end users in completing their business tasks. This entails promptly addressing escalated end-user help requests within defined SLAs, providing assistance, guidance, and escalating issues to Level Service Desk Technicians when necessary.

• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution within our ticketing system.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as required.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Troubleshoot issues with services including internet connectivity, backups and telephony.
• Install antivirus software and ensure virus definitions are up to date. Ensure all patch levels are up to date.
• Perform preventative maintenance, including checking and cleaning of servers, desktops, laptops and other devices as required at both software and hardware level.
• Test fixes to ensure problem has been adequately resolved.

• Knowledge of computer hardware including desktops, laptops, servers, storage devices and telephony.
• Experience with desktop and server operating systems, including all Microsofts current OS stack.
• Experience with Virtualisation platforms e.g., VMWare, Hyper-V
• Experience with Active Directory and Office 365 environments
• Extensive application support experience with all Microsoft applications both on site and cloud based.
• Experience with firewalls, routers, network switches, wireless solutions and access points
• Working knowledge of telephony and broadband technologies e.g., FTTC, ADSL, FTTP.
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes would be advantageous.
• Awareness of best practice standards within the delivery of IT, against specific security standards such as Cyber Essentials, Cyber Essential Plus, PCI, ISO.