Our client is a managed service provider, providing businesses with a range of ongoing tailored solutions to increase efficiency, decrease outgoings, minimise system downtime and boost performance.
They are also a Microsoft Solutions Partner, and have an Investors in People Gold accreditation.
This is an exciting opportunity to be part of a successful and leading MSP.
We are currently looking for an experienced helpdesk engineer to join our expanding service desk team. The ideal candidate would be someone that is already in a 2nd line role, or an experienced 1st line engineer looking for that next step in their career.
You will take a supporting role in the management and resolution of the customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional Fitzrovia services and effective Problem Management.
Essential Experience
MSP background preferable
2-3 years proven experience in an IT support role (1st/2nd line)
Experience of working to an ITIL framework in a service desk capacity
Microsoft Windows Server 2016 – 2022
Microsoft 365 Support for Email, SharePoint, OneDrive and Teams
Active Directory Management
Windows 10, 11 Operating System Support
Apple OS and Apple Mac support experience
Microsoft Office Suite
Backup Technologies such as DATTO, Acronis
Laptop/desktop and thin client support
Main Tasks and Responsibilities
Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.
Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards.
Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).
Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible.
Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact.
Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.
Log and assign tickets and monitor workloads for the other Service Desk team members.
You will be required to attend our client sites to provide IT Support as directed by your Line Manager.
Mayflower is acting as an Employment Agency in relation to this vacancy