As a Senior Service Desk Engineer, you will support and maintain the IT services of TPT Retirement Solutions. Your role is crucial in ensuring our systems remain available, secure, and error-free. You will also handle the administration and reporting on licensing, IT assets, and service management processes, and act as an escalation point for the Service Desk.
You will be responsible for:
- Responsible for troubleshooting, diagnosing and resolving technical issues related to hardware, software, networks, telecommunications, business systems, databases and TPT applications.
- Resolving queries via the Service Desk and logging all calls.
- Monitoring the service desk queue and creating knowledge base articles.
- Providing timely issue resolution and escalating complex calls to specialists.
- Assisting with meeting room setups and video conferences.
- Administering Windows Servers, including Active Directory, Group Policy, DNS/DHCP, and email systems.
- Managing Intune for devices and VMware View, and deploying desktop images.
- Overseeing SharePoint Server administration and managing print servers.
- Providing mobile device support and managing telephony platforms.
- Ensuring secure system access and conducting routine access rights reviews.
- Performing IT system health checks and arranging corrective actions.
- Deploying new products and technologies using change management processes.
- Supervising contractors in the server room and managing IT assets.
- Maintaining effective stakeholder relationships and providing training.
- Conducting data analyses and presenting reports for various initiatives.
Qualifications and Skills
To excel in this role, you should have:
- Proven experience in an IT service desk environment.
- Working knowledge of infrastructure architecture and principles including LAN, WAN, SAN storage, server design and implementation, capacity planning, disaster recovery and data centres.
- Strong problem-solving skills and the ability to troubleshoot complex technical issues.
- Excellent communication skills and a customer-oriented approach.
- Experience with Windows Server, Active Directory, MS Exchange Server, VMware View, DNS/DHCP firewalls and telephone system administration.
- Familiarity with IT asset management and service management processes.
If you thrive in both independent and team settings, and are enthusiastic, highly driven, and proactive, we would love for you to join our dynamic team and help ensure the smooth functioning of our IT infrastructure. Apply now to make an impact!
