IT Service Desk Engineer

Job Title: IT Service Desk Engineer

Location: Seaford, BN25 1LS

Salary: £22,500 - £27,500 per year based on experience

Job Type: Full time, Permanent

We are looking for the right person to join our small but busy MSP in East Sussex and become a key part of it!

As an IT Service Desk Engineer, you will be responsible for delivering IT support to our clients via telephone and remote assistance. Given the diverse nature of our clientele, you will encounter a wide array of stimulating challenges on a daily basis.

To excel in this role, exceptional proficiency in both verbal and written communication is essential. If you are passionate about technology, dedicated to ensuring customer satisfaction, willingness to learn and to thrive as a collaborative team member, we encourage you to apply for this position.

Please note, this is not a remote role and you will be required to commute to the office each day. Once probation has been passed this can be reviewed at the directors descension.

Primary Responsibilities:

• Responding to IT support requests that have been logged in our helpdesk system. This will involve returning calls to customers and engaging with them directly, responding to the helpdesk ticket, and utilising remote support if necessary. It is crucial that we interact with customers in a professional manner and comply with our Service Level Agreements (SLAs).
• Setup of new users in Active Directory, Entra and 365
• VOIP phone setup and configuration (training to be provided)
• Document and log all inquiries in the helpdesk system, ensuring each ticket is updated and prioritised accordingly.
• Resolve first and second-line tickets, escalating cases to senior engineers as necessary.
• Maintain adherence to our high service standards and quality benchmarks.
• Demonstrate exemplary communication and time-management skills.
• Operate both independently and collaboratively within a team setting.
• Provide training and mentoring to staff members and clients when needed.
• Perform device setup, repair, and upgrade tasks in our workshop.
• Conduct routine system inspections, implement updates, and apply patches as required.
• Review backup logs vigilantly; address any failures proactively.
• Assist with larger projects when required.
• Work alongside and report directly to the Service Desk Manager

These responsibilities collectively ensure that our operations run smoothly while delivering outstanding service to our clients.

What we are after:

• Minimum of 2 years and recent experience in IT support roles
• A logical thinker who is driven, works well in a team and wants to excel in an IT support based role.
• Microsoft Windows Servers (including Active Directory, Group Policies, DHCP, DNS etc.)
• Windows and Mac operating systems
• Microsoft 365 Services including Exchange Online, SharePoint, Teams and OneDrive
• Microsoft Azure/Entra
• Virtualisation technologies
• VOIP experience
• A great communicator and client liaison

Relevant certificates or qualifications as well as experience working in a MSP environment would be desirable.

Due to the nature of our clients, we will require a clear DBS check of the successful application before employment starts.

Benefits:

• Pension scheme
• Death in service
• £1000 minimum increase each year
• Regular pay reviews
• Celebrate their birthday by having the day off on us
• Water and soft drinks provided "on tap"
• 6 hours of free phone counselling, per month, if ever needed through our well-being provider
• Yearly eye tests
• Smart casual dress and branded polo shirts provided
• Free Parking
• Company Events

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the experience or relevant job titles of; IT Helpdesk Engineer, Support Consultant, IT Support Service Desk, IT Service Desk Consultant, IT Support, Helpdesk Support, Support Engineer, Senior Support Technician, Helpdesk Analyst, IT Support Analyst, IT Service Engineer, IT Service Desk Technician, Technical Support, IT Support, IT Systems Support, 2nd Line Technical Support, IT Service Desk Technician, 2nd Line Support Engineer, 2nd Line Support Technician may also be considered for this role.