As an IT Service Desk Engineer, you will provide responsive, professional technical support to local and remote users. You will take ownership of incidents and service requests from initial logging through to resolution, while delivering excellent customer service.
The role requires travel to client sites at least once per week to provide hands-on support, complete installations and maintain strong client relationships.
Your responsibilities will include:
- Responding to and resolving hardware and software incidents and service requests through the ticketing system.
- Managing incidents and service requests in accordance with agreed SLAs, processes and guidelines.
- Taking ownership of tickets through to resolution and keeping users informed of progress.
- Escalating complex incidents, recurring problems and potential risks to the Senior Service Desk Engineers.
- Troubleshooting incidents of low to medium complexity for office-based and remote users.
- Visiting client sites at least once per week to provide technical support, complete installations and resolve issues that require an on-site presence.
- Managing user accounts, groups, permissions and organisational units in Active Directory and Microsoft Entra ID/Azure AD.
- Managing Microsoft 365 accounts, licences, shared mailboxes and email distribution groups.
- Configuring and deploying new computers in accordance with Pickl’s standard operating procedures.
- Providing support for Windows and macOS devices, including computers, printers, scanners and peripherals.
- Supporting Microsoft 365 applications, including Outlook, Teams, OneDrive and Microsoft Office.
- Providing telephony support for Microsoft Teams, softphones and mobile devices running iOS or Android.
- Supporting VPN connectivity and remote-access solutions.
- Supporting wired and wireless networks, including LAN and WLAN connectivity across laptops, mobile devices and tablets.
- Diagnosing basic networking issues involving DNS, DHCP and TCP/IP.
- Liaising with third-party vendors and arranging engineer visits for damaged or faulty hardware.
- Completing on-site hardware installations and upgrades, including new-user setups, workstation installations and RAM upgrades.
- Maintaining clear and accurate ticket notes, technical documentation and asset records.
- Assisting with project work and other technical activities as required.
- Maintaining professional and proactive communication with clients throughout every incident or service request.
Your experience
You should have:
- A minimum of two years’ experience in an IT service desk, helpdesk or technical support role at a Managed Service Provider.
- Practical experience supporting users in both office-based and remote-working environments.
- Experience managing incidents and service requests within agreed SLAs.
- Hands-on experience supporting Windows 11 and macOS.
- Experience administering Active Directory and Microsoft Entra ID/Azure AD, including users, groups and permissions.
- A good working knowledge of Microsoft 365, including Outlook, Teams, OneDrive and Office applications for Windows and macOS.
- Experience supporting laptops, desktops, mobile devices, printers, scanners and other peripherals.
- A good understanding of DNS, DHCP, TCP/IP and general networking principles.
- Confidence troubleshooting LAN, WLAN, VPN and connectivity issues across a range of devices.
- Strong organisational and time-management skills, with the ability to prioritise multiple incidents and tasks.
- Excellent troubleshooting, analytical and problem-solving abilities.
- Clear verbal and written communication skills.
- The ability to explain technical information effectively to both technical and non-technical users.
- A reliable, dependable and flexible approach to work.
- A professional, customer-focused manner and the ability to build positive relationships with clients.
- The ability and willingness to travel to client sites at least once per week.
A degree or relevant qualification in computer science, information technology or a related field would be beneficial but is not essential. Relevant professional certifications and equivalent practical experience will also be considered.
Job Type: Full-time
Pay: £26,000.00-£32,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Work from home
Work Location: In person
