Service Desk Engineer (1st/2nd Line)

We are working with a leading IT service provider that is looking for a skilled Service Desk Engineer (1st/2nd Line) to join their team. This is an exciting opportunity to be part of a dynamic and fast-paced environment, providing high-quality IT support and solutions to a diverse client base.

Responsibilities:

Logging all actions and ensuring accurate documentation in ConnectWise.
Answering calls and delivering excellent customer service at all times.
Meeting individual and team KPI targets in line with Service Desk goals.
Escalating IT issues to the Senior Service Desk Engineer or Service Desk Manager when required.
Managing and maintaining IT Glue documentation for customers and internal use.
Collaborating with the Sales team to provide solutions and recommendations.
Supporting hosted environments and local infrastructure for clients.
Diagnosing and resolving technical issues for clients and internal teams.
Assisting in small to medium-sized IT projects as directed by the Service Desk Manager.
Applying security updates and system upgrades for clients and internal systems.
Setting up and configuring core servers for clients and internal use.
Ensuring software licensing records are maintained.
Providing technical support for both Mac and PC users.

Minimum Experience:

12+ months experience in a helpdesk or IT support role.
Experience with Windows 10/11 managed support.
Printer and server management (2016/2019).
Management of domains/DNS (GoDaddy, 123 Reg, etc.).
Office 365 Admin Centre / Exchange experience.
SharePoint, OneDrive, and Teams support.
Networking (DNS, DHCP, TCP/IP).
Cybersecurity solutions (AV, email security, web filtering).

Preferred Knowledge:

2+ years of experience in an MSP environment.
Hyper-V / VMware.
VOIP telephony support (3CX, Horizon).
Remote Desktop solutions (Azure WVD, RDS).
MDM solutions (Intune, Hexnode, etc.).
Experience with ConnectWise Manage, Automate RMM tools, and IT Glues

If you’re an experienced Service Desk Engineer looking to take the next step in your career, we’d love to hear from you. Apply now to be considered for this exciting opportunity!

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