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Service Desk Engineer

Maidenhead/Newbury (office based)

£24,000 - £27,000 + Company benefits

About the Company:

Our client was formed in 2010 offering a boutique IT & Communications service. Customer needs are listened to & understood rather than the ‘sheep dip’ approach to service delivery adopted by larger Services Integrators, all supported by our client’s in-house helpdesk and technical staff. Our client now supports over 275 UK organisations, from start-ups to FTSE 100 listed organisations and have a senior management team with over 75 years of industry experience driving steady growth. Their first acquisition was of Centric Systems (Berkhamsted) in 2016 followed by Firstline IT (Oxford) in 2022 and Create IT (Newbury) in 2024. Exciting times ahead for a growing business ideally placed to scale and assist UK Small to Medium Enterprise.

You will be based permanently at the Maidenhead office but will be required to spend your first three months at the newly acquired Newbury office to be introduced to the existing client base.

The Role:

* Remote access to the client’s machine to resolve problems.

* Utilize tools to continually monitor and manage problems as they arise and/or proactively prevent problems arising

* Assist with setting up and resolving issues with customer equipment.

* Log all incidents in the Service Desk system as required/directed and follow procedures and processes.

* Take ownership of client incidents and be proactive when dealing with them.

* Keep the client informed regarding the status of incidents.

* To work on projects under the guidance of senior engineer.

* Develop good working relationships with clients and establish a solid understanding of their business needs and issues.

* Consistently document knowledgebase with client information and fixes.

* Working within the guidelines of client specific service level agreements and objectives.

The Candidate:

* 1-2 years’ experience on a Service Desk or a similar role within an IT support environment.

* Diligent and logical approach to working with strong problem-solving skills

* Excellent customer focused approach and commitment to service delivery

* Ability to prioritise workload

* Good interpersonal and communication skills, both verbal and written

* Bring an in-depth knowledge of Windows technologies including:
Active directory/Entra
Windows Server 2012 and abov
Windows Desktop 10, and above
Windows Microsoft Office
Microsoft 365 Administration
System build, deployment and maintenance
Intune and Entra
Experience with MS Teams
Experience with SharePoint On-Line

Desirables:

* 2 years’ experience within an MSP environment

* Understanding of networking technologies (Routers \ Switches)

* Understanding of networking fundamentals (DNS \ DHCP \ EMAIL etc.)

* Knowledge of ITIL

* VoIP experience, preferably Gamma

* Exposure to Meraki, Cisco and Draytek switch, router and wireless infrastructure

* Firewalls principles

* Virtualization (Hyper-V, VMware)

* Knowledge and experience with monitoring, antivirus and backup technologies

* Apple products and support

* Knowledge of desktop imaging software/services