ServiceDesk Engineer (Remote)
Location is Remote
Salary is 25k-30k
Skills MSP, Managed Services, Microsoft, Desktop, Printers. Windows Server (Apply online only)) Active Directory, Windows (8, 10), networks TCP/IP, DNS, VMware, Citrix, MS Office 365, 2nd line, 3rd line, IT support, Servicedesk, Helpdesk, Remedy. Engineer, Analyst.
We have a fantastic permanent opportunity for a ServiceDesk Engineer to join a leading IT Support company (MSP) in Northamptonshire are. This is fully remote/WFH role. You will provide1st / 2nd line technical support on my client busy ServiceDesk, MSP experience is a must. The workload will be varied, much of the work required for this position requires investigations into incidents, owning escalations, problems and projects from an early stage through to completion whilst bearing SLA targets in
Minimum 2 years' experience in a role of supporting servers, networks, printers, PC's and applications. Ideally this would have been gained within a Managed Service Provider
Respond to all incidents, escalations, changes, problems and projects for customers within the SLA for that particular incident, setting the customer expectation regarding response and keeping the customer up to date with the status and progress throughout ownership or the life of the call.
Vetting of incidents from a technical perspective to ascertain the best method of resolution.
Accepting or assisting with incidents in an escalation capacity.
Use of the Incident Management System (IMS) in line with procedures, such that the system records accurately the response and fix times of the call as well as the work done and other notes which may be useful.
Use of the Change Management System in line with procedures, such that the records accurately capture detailed steps of what is being done, to what system, when and what the risks, impact and rollback plan is.
Use of the Problem Management System in line with procedures, to identify root cause, mitigate against recurrences, produce Major Incident Reports and address repetitious incidents.
Manage open calls, checking with 3rd parties for updates, and chasing where necessary.
If you would like to be considered for this role please apply straight away with your up to date cv
Skills MSP, Managed Services, Microsoft, Desktop, Printers. Windows Server (Apply online only)) Active Directory, Windows (8, 10), networks TCP/IP, DNS, VMware, Citrix, MS Office 365, 2nd line, 3rd line, IT support, Servicedesk, Helpdesk, Remedy. Engineer, Analyst
To apply for this job please visit itjobpro.co.uk.