Service Desk Technician

Salary: £30,000 – £36,000 per year

Service Desk Technician

 We are working on an exciting new opportunity for a 2nd Line Service Desk Technician to join an MSP how provide high-quality IT services to our portfolio of clients operating in the creative industries of Film, Audio/Video, Creative Design, Fashion, Architecture and more.

The Role:

You will be a 2nd Line Service Desk Technician and your key responsibility will be to provide exceptional Service Desk support. You are required to work efficiently, effectively and as part of a dedicated team, demonstrating strong technical, troubleshooting, and analytical skills, as well as a productive work rate.

Experience:

• At least 2 -3 years of experience as a Service Desk Technician supporting small to mid-sized (SME) companies – preferably companies within the creative sector
• Experience working within an IT MSP environment is beneficial but essential
• Experience providing support via the telephone and remote control to users in the creative industries (Design, AV, Fashion, Architecture) that run the Mac platform
• Familiar with working with SLAs to meet customer and contractual obligations
• Experience working with ITIL-led ITSM or PSA tools
• Experience working with agent-based Remote Monitoring & Management tools 

Skill-set:

• Experience of end-user support to be considered for this role 
• A good understanding of technical infrastructure from desktop to Firewall/Router
• Experience installing applications software on desktops and laptops
• Familiar with ITIL framework and customer service principles desirable
• Experience supporting the Mac platform in a business/creative environments and a creative workflow advantageous
• Working knowledge of Active Directory at a user management level.
• Experience joining a Windows workstation to an Active Directory domain
• Experience working with MS Windows OS is desirable
• Experience with structured networking and patching 
• Understanding of TCP/IP, Subnet, DNS and Gateway configuration on desktops and laptops.
• Good understanding of typical network devices (Switches, Routers, Firewalls, WAPs, VPN)
• Understanding and ability to set up a remote worker on a VPN connection
• Experience with cloud service technologies such as Azure, Office 365 and Google Apps for Business advantageous

Personal:

• Excellent customer relationship skills and the ability to develop a great rapport with customers
• Excellent written & verbal communication skills with the ability to express yourself clearly
• The ability to understand and assess customer requirements
• Flexible, confident and able to work independently and as part of a team
• Have excellent time efficiently and organisational skills and be able to prioritise work
• Be able to work to high standards under pressure and adapt to different demanding situations
• Thorough and detail-oriented with the ability to maintain system records accurately 
• The ability to think logically and possess strong analytical and problem solving skills