My client is a Managed Services Provider that supplies a broad range of IT services to a varying customer base. They are looking for a 1st/2nd line IT Support Engineer to join their busy Service Desk.

They specialize in providing Cloud services from their own facility in Kent as well as public services such as Azure, O365 and AWS. In addition to these functions, they are able to provide many other "managed services" from a comprehensive portfolio. My client also provides consultancy and professional services to fulfill a range of project works, this is backed up by a highly skilled service desk which operates from their base in Kent.

Duties and Responsibilities

A Service Desk Engineer is part of a team that is responsible for maintaining and resolving issues with all aspects of a client's infrastructure. This role will be focused on day-to-day fault and request resolution, managing incidents and assisting the service desk team to achieve its goal of providing the best service possible to our customers.

Ensuring, documenting and other information is kept up to date and the services IT Backbone supply are managed sufficiently.

The following represent the core tasks to be carried out as a part of this role:

* Provide remote technical support to customers and resolve issues
* Attend site if required to do so, either to resolve faults or install new equipment
* Help to ensure that the Service Desk delivers excellent Customer
* Ensure that the call logging system is used effectively and efficiently
* Contributing to and delivering improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible.
* Providing self-help and user guides for Customers to help reduce unnecessary or repeat customer requests.
* Escalate problems where necessary to team members, management or third-party suppliers
* Participate in OOH Rota
* Participate in Major Incidents and Major Incident reviews

* Facilitate effective working relationship between yourself, Service Desk and the wider business
* Monitor progress of work, providing the customer with feedback and real-time information regarding progress, throughout the lifecycle of the any work.
* Adhere to ITIL best practice during any change or scheduled maintenance windows with clear client and internal communications.
* Co-ordinate work in the most cost-effective manner, ensuring effective utilization of resources; promote focus and reduce duplication of effort.
* To communicate with the customer in a courteous, efficient, effective and professional manner at all times.
* Coach and mentor members of the team as needed, ensure that knowledge is sufficiently spread to provide cover for holidays and other absence.
* Work co-operatively with team members and colleagues, contributing positively and constructively to the achievement of team and organizational objectives.
* Assist sales with consultancy and technical

Required Competencies (Skills, Knowledge and Experience)

* Microsoft Desktop & Office Systems
* Microsoft Server and associated roles such as Active Directory and GPO
* Working knowledge of TCP/IP, DNS, DHCP
* Support of hardware, printers, desktops and servers
* Email (Office 365), Antivirus & Backup software
* Mobile devices/phones.

Desirable Skills

* Virtualization Technologies such as VMware, Hyper-V and Azure
* Networking knowledge regarding WAN, LAN, VLAN, VPN, WLAN, layer 2/3 switching, Firewalls and routers.
* Technical documentation skills and understanding its importance
* Excellent technical and communication skills
* Experience with troubleshooting techniques
* A can-do attitude with strong customer service skills
* A calm and patient manner whilst working under pressure

Personal Attitude

* Logical approach to problem solving
* Able to identify when a problem may require escalation
* Excellent time management and priority determination skills
* Polite and constructive whilst dealing with all customers
* Maintain a high standard of work and professionalism
* Ability to work unsupervised and diligently
* Personal determination to increase knowledge and competences
* Team working skills
* Be responsible for your own career development by keeping abreast of technology and industry best practice.



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