Service Desk Engineer
Full job description
ACM Resourcing
Salary: £32,400 – £33,600 per year
Service Desk Engineer
Remote Working Role
ACM Resourcing are working with a Managed IT Services provider and IT solutions company based just outside of London.
We are excited to be working on this new opportunity for a Service Desk Engineer to join a talented and committed IT Services team to 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:
Your key responsibilities will be to act as a first point of contact for new client support requests made via a number of methods (support portal, phone, email, insourced), to qualify new support requests and to deliver telephone and remote IT support. Ensuring that support request tickets are qualified accurately, and support is delivered in a timely fashion, meeting key client Service Level Agreements (SLAs).
The role is a remote working role which requires you to have the discipline and capacity to work efficiently and productively from home. You must have a dedicated/suitable area to work from at home and be able to deliver telephone and remote support services professionally.
Experience:
● 1-2 or more years commercial experience as a Service Desk Engineer working in a
Service Desk environment, providing telephone and remote control support
● Experience supporting external clients who are small to mid-sized (SME) companies
● Familiar with working to SLAs & KPIs to meet customer and contractual obligations
● Demonstrable troubleshooting skills and experience (Level 1 / Level 2)
Technical Skills:
● General 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 macOS operating system, platform and the creative user
desirable, particularly in a business environment being advantageous.
● Working knowledge of Active Directory at a user management level.
● Experience working with MS Windows OS desirable.
● General understanding of LAN & WAN networking principles.
● 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 setup a remote worker on a VPN connection.
● Working knowledge of Office 365 and G-Suite at a user management level.
To apply for this job please visit definitejobs.co.uk.