Support Desk Engineer

This role will be working closely with other team members, to provide class leading support to our varied customers during the consultation and sales of IT systems and solutions. The Role is varied, engaging and encompasses a wide range of organisational skills required to help the Support Team to perform to levels of excellence in all areas. This position will routinely be liaising with other departments within the organisation, especially the Installations and sales teams.

This varied and engaging role covers many disciplines, including but not limited to VoIP, Microsoft server support, end user device support (predominantly Windows 10) Microsoft server support (Server 2008 onwards) Office 365 Email support, Office 365 SharePoint support. Wi-Fi connectivity, Router, firewall and internet connection support.

• Some of the skills we are looking for include:
• Excellent organisational and multi-tasking skills

• Organised, disciplined and punctual

• Good organisational skills, able to handle multiple tasks and meet deadlines
• Good customer service skills
• Good general education
• Excellent analytical and problem-solving skills
• Experience in support of workgroup and domain machines
• Experience of Office 365 /exchange online support
• Experience of supporting Microsoft server networks
• Experience of Active Directory
• Experience with GPOs
• Ability to work under strict, and often tight, deadlines.
• An ability to work to tight deadlines and within constraints
• A team player with high level of dedication and self-motivation
• Excellent telephone manner
• Excellent Email grammar

Communication

• Communicating with other teams within the company via telephone, email, in person and Microsoft Teams Channels.
• Communicate within the support team clearly and take clear detailed notes to resolve or pass tickets to other tiers of the support team.
• Liaising with other departments within the business for day to day running of the support team (i.e., sales for licensing and other queries, installations for updates on jobs that could affect day to day support)
• Responsible for own workload and to raise any concerns or tickets approaching SLA breaches to Support Manager.

Systems & Reporting

• Provide 1^st/2nd Line Support to ESP Customers
• Understanding of basic networking concepts and technology
• Diagnosing problems with Windows, Windows Servers and Office 365
• Helping our clients with any issues they may have with different supported systems
• Creating, assigning and solving tickets via ESP ticketing system
• Smooth and detailed handover of tickets to more experienced engineers when unable to facilitate completing a job from start to finish.
• Responsible for monitoring of systems decided by Support Manager

General Support Duties

• Assist Support Apprentices/Junior staff with any queries and allow shadowing.
• Introduce Support Apprentices to the day-to-day life of the support desk
• Go over tickets and solutions with Support Apprentices and Junior staff rather than just Resolving
• Responding to client support tickets via phone or email
• Remote connection to devices to resolve issues
• Carry out customer site visits to resolve issues
• Performing routine maintenance and upgrades
• Monitoring management systems and proactively resolving issues.
• Updating ticket system with all faults finding steps
• Updating network records with any changes made.
• Work in conjunction with the Support Desk Supervisor ensuring junior team members are both mentored and trained to the standards needed to provide a class leading IT support service.
• Spreading Knowledge and experience around the team
• Deal with Projects from start to end
• Complete any tickets/tasks set/assigned by Support Manager
• Monitor system alerts (RMM, office 365 security alerts)
• In house IT support.
• Attend Training Courses/Webinars/Workshops to broaden Knowledge

Reporting To

Support Desk Manager

Direct Reports

This role currently has no direct reports.