The Service Desk Engineer (On Site) will be working directly with end users and will be responsible for managing incidents and requests from receipt to resolution, ensuring service level targets are met and consistently delivering a high level of customer satisfaction. Tickets can be generated by clients through various methods and the engineer will be required to prioritise and manage these in a logical and efficient manner, ensuring clients are kept fully informed on progress at all times. The role requires the ability to manage a busy and varied workload, with strong organisational skills essential.
This is a highly visible, hands on role where you will act as the face of IT, directly supporting a fast paced and energetic business on site. You will spend four days per week embedded with the customer in Wilmslow, building strong working relationships and providing a responsive, customer focused service, while being supported by a wider Service Desk and escalation team. One day per week will be spent at the Novem HQ, collaborating with the wider team, sharing knowledge and contributing to continuous improvement initiatives.
Working with and supporting Microsoft Windows operating systems, applications and M365 solutions the role provides exposure to lots of different technologies and client environments with the opportunity to develop through hands on work and professional development.
The pace within an MSP can be fast with varying demands on your time & so your ability to prioritise & work efficiently will be challenged. No two clients are exactly the same & so you’ll be exposed to different client setups, demands & priorities. Being flexible, reliable, creative & open to challenges is part of the MSP way of life.
Company Vales
Trust - Building reliable, transparent relationships with customers and team members.
Passion - A deep enthusiasm for technology and an unwavering drive for personal and business growth.
Collaboration - Working effectively internally and with customers, as one unified team.
Kaizen - Embracing continuous improvements every day through learning, innovation, and feedback.
Duties & Responsibilities
· Providing 1st & 2nd line support to on-site users
· Coordinating with 2nd/3rd line teams for escalations
· Acting as the primary IT contact for the customer
· Building strong relationships with stakeholders across the business
· Troubleshooting across desktops, hardware, and network issues
· Supporting and administering Microsoft 365 (Exchange, Teams, SharePoint)
· Handling device builds, deployments, and onboarding
· Supporting printers, meeting rooms, and general office IT
· Receive and log incidents and service requests into the ticketing system ensuring. accurate data entry with an aim to provide first time fixes where possible.
· Processing joiner and leaver requests.
· Updating the business PSA (Autotask) to ensure customers and colleagues can see the latest incident and problem information.
· Liaising with customers, third party support providers and suppliers.
· Monitor, manage and troubleshoot customer systems using Datto RMM.
· Application installation & troubleshooting.
· Creating and updating technical, process documentation using IT Glue.
· End user guidance and education.
Person Spec
An enthusiastic and customer focussed individual with experience working on and supporting Microsoft Windows operating systems. The working environment can be fast paced with engineers working across a range of different support tickets so an ability to multitask and prioritise workloads is essential.
The candidate must have excellent written and verbal communication skills and the ability to professionally deal with customers, suppliers and colleagues at all levels. The ability to work as part of a team is a must but the individual will be required to work autonomously and be able to manage and prioritise their own workload. Furthermore, the candidate will be able to add to the existing technical skill set, demonstrate confidence in their ability and be able to draw on experience to suggest new\different technologies, working methods and processes.
You must have a desire to progress in the industry, learn new skills and crucially support your team mates.
Required Skills & Experience
·· A minimum of 3 years’ technical experience in an IT support role ideally within a managed service provider (MSP).
· Experience in 1st/ 2nd line roles
· Experience supporting and installing Microsoft Windows operating systems (Windows 7-11, Server 2008-2022).
· Active Directory and Group Policy management and troubleshooting
· File server management (including NTFS and Share Permissions)
· Support of Office 365 Technologies (Exchange Online, SharePoint, OneDrive, Teams etc).
· Supporting Microsoft Office applications
· Understanding of networking fundamentals
· Installation and troubleshooting of print\multifunction devices
· Installation and troubleshooting of generic network devices
Desirable Skills\Experience
Experience in the use of, or exposure to the below will be advantageous.
· Autotask PSA
· Datto RMM
· IT Glue
· Datto BCDR and Networking
· Firewall management and configuration.
· Supporting diverse industries and business sectors
· Remote Desktop Services
· Distributed File System (DFSN\DFSR)
· Microsoft Hyper-V
· Internal and Public DNS record management\troubleshooting
· Knowledge and troubleshooting of networking protocols and technologies – TCP/IP DNS; DHCP
· Technical certifications would be advantageous
o Microsoft associate qualification or above (e.g. MD-102, MS-102, AZ-104 or SC-300)
o CCNA/ CompTIA Network+/ Cyber Smart
o CompTIA A+
o ESET/ CompTIA security+/ Watchguard
Job Type: Full-time
Pay: £24,500.00-£30,000.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Company events
- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
- Paid volunteer time
- Referral programme
- Sick pay
Application question(s):
- Will you be able to reliably commute to the office Cheadle SK8 2JY for this job?
- What is you current location?
Experience:
- Managed Service Support: 2 years (required)
- 365 Administration: 3 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
