IT Desktop Support Engineer

• Working alongside the Helpdesk Staff, manage a queue of varied customer tickets, bringing each to a mutually satisfactory resolution, which can also include utilising other departments or tiers of support.
• Adapt to the technical level of the customer, to best facilitate effective communication of solutions or guidance in ongoing troubleshooting.
• Where required, travel to site for the purpose of deployment of projects and on-site resolution of technical issues where necessary.
• Support operations and maintain the customers network, systems, and overall IT infrastructure.
• To investigate, diagnose (root cause) and resolve IT related issues while working with the end user, other staff and third-party vendors, where appropriate.
• Taking ownership for the resolution of issues, monitoring progress, and applying the escalation procedure, when necessary.
• To ensure consistent delivery of high-quality services to all clients.
• Assist with agreed plans to install or upgrade items of hardware and / or software on customer sites (Infrastructure installs and upgrades)

• At least 2+ years IT Administrator (or equivalent) experience operating within a multi-disciplined support team.
• Microsoft experience with excellent knowledge of Windows 7, 10, 11, Server 2012, 2016 & 2019.
• A full-clean driving licence is essential.
• Excellent Knowledge of VPN technologies and client VPN setup and configuration.
• Knowledge of routing on networks as a whole.
• Excellent understanding of Ethernet networking and TCP/IP stack.
• Experience with firewalls is a must.
• Experience and familiarity with virtualisation technologies such as VMware, Proxmox & Hyper-V.
• Proficient in Office 365, SharePoint Online along with OneDrive, OneDrive for Business and Microsoft Teams.
• Excellent communication, customer service skills and telephone manner, with experience of setting expectations and communicating results.
• Fluent English, both written and verbal.

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