Service Desk Engineer

Ceptre is supporting a local IT Business with their next opportunity in their service department. They are requiring a Service Desk Engineer to join the team as soon as possible to help provide technical support and advice to their clients. This will mainly be remote advice, however some site visits may be required too. A desire to provide an exceptional customer experience at all times is a must along with an understanding of the commercial goals of the business as a whole. Providing efficient and precise information is key to be successful in this role, as well as in depth technical knowledge. Key Responsibilities: Responsibilities: * Provide support for incidents related to hardware, software, network connectivity and application services to a wide variety of external customers. * Manage and own incident tickets via Autotask ticket management system, providing customer updates to agreed timeframes. * Resolve incidents to stringent customer defined SLA’s, escalating tickets where required to ensure SLA’s are consistently met. * Drive service improvement within the service desk to improve first time fix resolution times. * Communicate clearly, effectively and in a timely manner with all customers. * Create and maintain accurate documentation within the centralised management database. * Provide any on-site support to resolve customer service outages as required to meet SLA’s. * Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience. Skills: * Minimum 2 years’ experience in a 1st Line role within a service desk environment. * Good knowledge of Windows Server, Virtual environments (VMWare), SQL Server, MS Windows, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus. * Microsoft 365 and related technologies * Exchange Online * Conditional Access/MFA * Firewalls (NAT/PAT/ACL’s) * PC hardware/software trouble-shooting skills. * Excellent communication and interpersonal skills; professional telephone demeanour. * Strong customer service skills and attention to detail. * Patience, ability to work under pressure and good organisational skills. * The ability and desire to develop the role and make it your own, suggesting improvements for process where appropriate to enhance internal and external experiences. If this sounds like you and you are looking to work with a forward thinking business, who values their employess as much as their clients, don't hesitate to apply