Senior Level 3 Service Desk Engineer at Content+Cloud

Job Responsibilities:

Ensuring our client’s systems and network infrastructure smooth running, ensuring they get maximum benefits from them. Activities may include:

• Answering inbound calls within an agreed answer time (9 seconds)
• Log all customer issues, queries, and requests into the ticket management system.
• Provide Level 3 Server, Network, and Desktop Technical Support, diagnosing customer issues, and providing a high level of the first-time fix.
• To action Hardware configurations and software installations.
• Manage and work to internal and customer SLA’s, escalating any concerns.
• Create and maintain customer-specific infrastructure documentation.
• End to end ownership of problem resolution.
• Project management of service to clients from initial identification and documentation of requirements through to delivery.
• Managing client expectations through clear communications.
• Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge.
• Undertake all other reasonable requests.
• On-call weekend work required on rotation

Requirements

• Demonstrable previous experience as a senior service desk engineer supporting SME’s
• Experience of working in a customer-facing role
• Familiar with working to Service Level Agreement (SLA)
• Microsoft Windows Server (Expert level)
• Microsoft Office 365 (Expert level)
• Microsoft Office Exchange (Expert level)
• Microsoft SharePoint
• Microsoft Azure
• Microsoft Intune
• Active Directory
• Firewalls, Router & VPN Technologies
• Networking Technologies
• VMWare (Intermediate level)

Skills and Experience

• Able to communicate verbally and in writing to both technical and non-technical audiences.
• Creative, analytical problem solver with the ability to apply original and innovative thinking.
• A methodical approach is suitable for the resolution of client requirements.
• Able to manage to change workload and priorities.
• Able to work both within a team and to use own initiative.
• ITIL Foundation