1st Line Service Desk Engineer

Job Title: 1st Line Service Desk Engineer
Location: Reading
Salary: £30,000

**IMMEDIATE INTERVIEWS**

Evolve Recruitment are currently looking for a 1st Line Service Desk Engineer for their client. The role is to primarily act as a single point of contact for end-users. They are responsible for the logging, triage, categorisation and prioritisation of inbound support requests as well as providing expertise in resolving technical issues and performing technical tasks (routine tasks, project tasks and tasks created from user requests). The role would involve working as part of a team that share responsibilities for various IT systems

Main Responsibilities

• Provide telephone and email support to all staff and to ensure all support requests are
  • Logged accurately
  • Categorised and prioritised according to internal guidelines
• Provide technical support to all staff, attempting to resolve around 75% of all issues received. This will include
  • Hardware (Swap out hardware, install replacement parts, etc…)
  • Software (Resolve issues, install/ remove applications, configure, etc…)
  • Escalation of issues to a senior engineer when required
• Routine IT chores
  • Backup and clear log files
  • Update data files and databases to record work
  • Creating/updating Process documentation
• Regular reports on systems to IT Coordinator
  • Backup logs
  • Antivirus logs
  • Email logs
  • Weekly “work in progress” report
• Project tasks
  • Moving of IT equipment
  • Audits (software and hardware)
  • Reconfiguration of hardware and software
  • Security tasks

• Minimum of 2 years IT experience and possess a sound understanding of general IT practices (security, confidentiality, awareness
• Willing to take on new responsibilities as the business grows

Skills, Experience and Knowledge

• Communicating with other members of staff in a polite and courteous fashion are essential
• The ability to convey complicated technical issues in a simple and understandable manner.

Desirable Qualifications

• Microsoft exams would be beneficial towards MCITP (or equivalent)
  • Windows Server
  • Windows Professional
  • Exchange
• Further education (Degree holder would help, but is not essential)
• CompTIA A+ and N+ certification would be beneficial
• GCSEs and A levels should have a focus on science subjects with above C grades

Desirable Knowledge

• Windows 2003/2008 server operating system
• Windows XP/Vista/7 professional operating system
• Exchange 2003/2007 knowledge
• Good networking skills; routers, switches, hubs.
• Office 2003/2007/2010 Standard
• Blackberry and/or other PDA knowledge (setup with Exchange and desktop)

Experience

• Minimum 2 years working on a service desk
• Resolving technical issues mainly on desktops and with some simple server tasks

Soft skills

• Good interpersonal skills / effective relationship building skills
• Good communication skills
• Able to demonstrate flexibility and be self-motivated

If you feel you meet the criteria listed above, apply to Evolve Recruitment, Kingston Upon Thames!