• Title: 24/7 Tier 1 Junior Level Service Desk Engineer
  • Team:Service Desk
  • Reports to: Service Desk Manager
  • Working Hours: 40 hours per week
  • Contract Type: Permanent
  • Salary: DOE + excellent benefits
  • Location: Bournemouth

Job Overview

To provide technical knowledge and experience to resolve reactive Service Desk tickets. Working in a 24/7 environment for one of the fastest growing MSP’s in a fast-paced, dynamic environment supporting a multitude of client and internal systems and applications, on premise, in QuoStar’s cloud environment and within public cloud services.

Key Responsibilities

  • Communicate with clients, end users and 3rdparties via telephone, e-mail, and remote support tools to resolve Incidents, service requests and provide regular updates.
  • Work as a team with other members of the Service Desk support team, diagnosing and resolving problems to a high Customer Satisfaction.
  • Flexibility in working a 24/7 rotation which includes nights, evenings and weekends.
  • Utilise QuoStar’s internal Service Desk systems and any other tools required to complete your role.
  • Undertake any training required by QuoStar.
  • Complete full documentation of client and internal systems to the required standard.
  • Follow policies and procedures to comply with QuoStar’s ISO20000 and ISO27001 accreditation.
  • Management of your own time and resolution of service requests within SLA.
  • Complete additional research when required when faced with unfamiliar technologies to resolve client issues in a timely manner and the ability to follow an escalation path
  • Strive for continuous improvement in everything you do and deliver consistent and excellent customer service.
  • Desire to learn and improve your technical knowledge of QuoStar’s catalogue of preferred technical solutions.
  • Share your knowledge, experience and work ethic with other members of the QuoStar teams to aid their own development and exceed QuoStar standards.
  • To become involved in other tasks/duties as required

Essential experience, skills and qualifications

  • At least 2 years’ experience working in a 1st line technical support role within an MSP environment, providing support to end users and their line of business applications while delivering excellent customer service
  • General diagnostic and troubleshooting skills, accurately categorising and prioritising incidents in line with the Service Operation Procedures
  • Experience with Office Applications and Microsoft 365 Support and Administration
  • Virtualisation technologies
  • Able to take ownership of incidents and manage the in a logical and methodological manner
  • Exceptionally self-motivated to be able to work on your own initiative out of hours
  • General network troubleshooting, including:
  • LAN
  • WAN
  • Wireless
  • Firewalling
  • Clean UK Driving license and own car

Desirable experience, skills and qualifications

  • IT degree  or equivalent
  • Valid Microsoft Server MCP/MCSA certification or Cisco CCNA certification

This role is suitable for someone who:

  • Is driven, flexible, with a can-do attitude
  • Has a passion for technology and delivering outstanding customer service, taking the lead where necessary and sharing your technical knowledge
  • Is a determined and resourceful individual, you will enjoy problem solving and be able to think on your feet and find a solution, even when dealing with unfamiliar technologies.
  • A highly motivated individual who can work to an extremely high standard and be a flexible team member.
  • Title: 24/7 Tier 1 Junior Level Service Desk Engineer
  • Team:Service Desk
  • Reports to: Service Desk Manager
  • Working Hours: 40 hours per week
  • Contract Type: Permanent
  • Salary: DOE + excellent benefits
  • Location: Bournemouth

Quostar is looking for a 24/7 Tier 1 Junior Level Service Desk Engineer to join our team in Bournemouth.

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