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Job Title: 1st line service desk engineer

Location: Borehamwood + Hybrid + Mon-Fri 0830am to 1700pm

Salary: up to 28k per annum 

Duration; Permanent

Benefits: 22 days AL rising to 25 + BHs + Company pension + day off for birthday

Training: A tailored training path with vendor specific accreditations.

Do you have remote or onsite experience troubleshooting and resolving technical issues? Are you ready to join a team where your talents are valued, your ideas are heard, and your career can thrive?

If so, we are looking for you to join our team as a 1st Line Service Desk Engineer!

HOW YOULL MAKE AN IMPACT

· Provide technical support for our Managed Service customers, aiming to resolve incidents promptly or escalate to the 2nd and 3rd line engineering team if necessary.

· Perform proactive tasks to maximize customer uptime, including root-cause analysis and preventive measures to avoid recurring issues.

· Resolve complex monitoring alerts, deploy security updates, perform system maintenance, and upgrade customer systems as required.

· Manage tickets efficiently and effectively within an ITIL environment.

WHO WE ARE LOOKING FOR

· You have at least 2+ years' experience in a commercial IT Support environment, preferably within an MSP and a strong understanding of computer hardware, software, networking, and operating systems.

· You are patient, empathetic and able to communicate technical concepts to non- technical users.

· You enjoy working as both a part of a team and leveraging the expertise of others to solve problems.

· You have exceptional customer service skills with a proven ability to quickly build rapport.

SYSTEMS YOU ARE FAMILIAR WITH

· Proficiency in Microsoft Office 365 services and email services (Exchange, Exchange Online, Mimecast, Gmail).

· Familiarity with Intune, including Device Management, Conditional Access Policies, and Autopilot.

· Knowledge of Jamf, SharePoint Online, Teams setup, and Microsoft Azure administration.

· Experience with hosted telephony systems and Windows Server, including GPO, AD, File Servers, and other server roles.

· Proficiency in Windows OS (7, 8, and 10) and understanding of DNS, DHCP, TCP/IP, LAN, Routing, VPN, and WAN.

· Interest and exposure to security, including firewalls and Windows security for servers and workstations