1st Line IT Service Desk Engineer Permanent

1^st Line IT Service Desk Engineer ( Office & WFH) to join one of the fastest-growing MSPs in the UK.

Role:
IT Service Desk Engineer (Poole Office & WFH)

Salary:
Up to £21,000 basic ( Total Package Up to £30,000 Per Year)
(If your salary requirement is higher than advertised, we are still keen to hear from you)
+ KPI Bonus’s, £200 per Month (£2,400 per Year)
+ Shift Allowance £300 per Month (£3,600 per Year)
+ Weekend Bonus, £150 for Each Weekend Day Worked
+ Benefits
25 Days Holiday

Life Assurance
Health Plan

Number of Roles Available:
We are recruiting for three IT Service Desk Engineers

Start Date:
We are looking for candidates who can start as soon as possible

Location:
Poole Office & Remote role (Home Based, Working from Home)

Type:
Permanent – Full-time

Shift Pattern:
Due to the nature of the IT Industry, the 3rd Line IT Service Desk Engineer is required to work 1 week of evening shifts + 1 weekend day every 6 weeks. This will be discussed further at interview stage.

3 Weeks of Normal working hours
Monday – Friday, 8.30am – 5.30pm.
Then
1 Week of Evening shifts
Monday – Friday, 3.00pm – 10.00pm

1 Weekend day (either a Saturday or a Sunday) once every 2 weeks (Extra Pay, £150 Per Day)

NOTE: Night Shift (£3,600 Bonus)
1 Month in every 8 months working the following Night Shift;
4 Nights ON, 4 Nights OFF

Our client offers a full spectrum of managed IT products including full IT support, Unified Communications, Cloud Infrastructure, Security & Compliance, and Network & Infrastructure.

The purpose of the Remote 1st Line Service Desk Engineer:

The 1st Line Service Desk Engineer will in the majority of cases be the first escalation point and will deal with the bulk of technical tickets that are raised, providing knowledge to SME to Enterprise Clients, across the latest infrastructure technologies and legacy systems.

To provide first & second line professional technical support for IT infrastructure Managed Service customers with the aim to fix all incidents. This will be achieved by effective troubleshooting and diagnosis of more complex incidents.

You will be required to progress all support incidents in line with the customers SLA ensuring a first response target of 98% is achieved, to achieve this target you will need to be agile in managing your tickets constantly re-evaluating priorities.

You will also be required to perform a variety of proactive tasks which will help maximise customers uptime, perform root cause analysis and prevent reoccurring issues. Tasks will include, resolving more complex monitoring alerts, deploying the latest security updates, systems maintenance and upgrading customer systems.

The successful candidate will be a target orientated individual and an excellent communicator with the ability to build strong relationships.

Please note that we have a shift rota that covers evenings and weekends.

You will be supporting a wide range of leading technologies including but not limited to Microsoft, Citrix and VMWare.

Skills and Experience:

Ticket Management – Responsible for ownership and resolution of customer incident tickets which will include extensive end-user direct communication via live agent web chat, e-mail, and phone.

Queue Ownership – Being responsible for tickets that are assigned to yourself. You must ensure that internal KPI’s are achieved such as SLA targets and key that tickets are progressed in line with SOP.

Formation Tactics – During a shift you are expected to adhere to deskside formation tactics, these benefit the customer as we ensure that the right levels of agents / engineer are available to manage inbound incidents, calls, and other ticket activity.

Process Compliance – Ensuring adherence to the current service operations processes and work procedures.  Embrace continual change and process improvement necessary to improve and maximise the effectiveness of the Service Desk.

Customer Management – Making sure you are always building rapport with the customer and strengthening the relationship our client has with its customers builds trust and confidence.

KPI Management & Success – You will ensure that all KPI’s are met and that you are striving for high standards being delivered be that an internal or customer-facing KPI.

Communication – Proactively update the customer through to closure of the ticket. You must be able to express ideas and information clearly and concisely.

Planning & Organization – Is well organized and able to multitask effectively.

Escalation/Ownership – Any ticket you are unable to resolve ensure escalation to next tier in line with SOP/P1 Process.

Personal Motivation – Demonstrates a passion for the customer and for delivering service excellence.

Awareness of the following Technologies:

• Windows OS Support
• Apple OS Support
• Mobile Support
• Thin Clients Support
• Office 365 Office and Admin
• Office Support
• End User Printing Admin
• End User Citrix Admin
• End-user Active Directory Admin
• End-user Data/file admin
• End-user Mail Admin
• Anti-Virus Malware removal
• Firewalls
• Azure
• SQL
• Exchange

If this sounds like the role for you then please make an application and a member of our team will be in contact