1st Line Service Desk Engineer

Location Exeter
Discipline: IT and Technical
Job type: Permanent: Full Time
Salary: up to £24,000
Contact name: Camille Ayela

Contact email: careers@sarahwest.co.uk
Job ref: VR/15
Published: 12 months ago

In this role you will provide remote and onsite Technical Support for internal staff and external users of IT and Computer Systems. You’ll help clients in supporting Windows Server, Windows PC operating system and Office 365 based implementations, and be involved in both Project and client support activities. You’ll be someone with a keen interest in IT and Tech who keeps up to date with current technologies. You’ll be friendly and personable and able to make strong connections with colleagues and clients.

Main responsibilities

  • Logging tickets from client calls for them to be assigned and prioritised.

  • Providing technical support to clients via phone, email and remote control in order to resolve their issues quickly and effectively.

  • Where possible carrying out repairs on faulty equipment, if not then liaising with suppliers to provide a suitable solution.

  • Logging and updating of all support calls to ensure that all Tickets are logged, prioritised and resolved as quickly as possible and providing the Client with updates and information along the way.

  • Liaison with external hardware and software vendors in order to support a client Ticket or Project requirement.

  • Manage your ticket queue ensuring all tickets are updated and maintained within agreed Service Levels.

  • Identify service improvements for clients through process changes, new systems or equipment to reduce tickets and improve the client experience.

  • Where necessary escalate tickets where appropriate.

  • Maintain inventory of equipment, software and licenses

  • You will also be required to support Project work- this will typically include installing, maintaining, troubleshooting and upgrading computer hardware (typically PCs), software, applications, storage, backup solutions, printers, networks, other peripheral equipment and hosted business systems.

Knowledge, skills and experience

  • Education to GCSE level

  • You will have or be at the level of at least one Technical qualifications in the following areas

  • Windows 8, Windows 10, Windows Server 2012, Windows Server 2016, Comptia A+, Microsoft Fundamentals

  • In addition to the Windows operating systems above we are looking for you to have experience in Networks (including routers and switches), TCP/IP, Office 265, Active Directory, Backup solutions and Antivirus software.

  • Excellent working knowledge of Microsoft products

  • Thorough knowledge of client/server technology

  • This role will involve an aspect of site visits so it is essential that you hold a full UK driving license and have your own vehicle  

If you or someone you know is interested in this role please get in touch with Camille.