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Senior Service Desk Engineer


Department: Service Desk
Reports To: Service Desk Team Leader
Working Hours:
40 hours per week
Contract Type: Permanent
Salary: £30,000 – £35,000 (DOE) + excellent benefits
Location: Bournemouth

Job Overview

Responsible for supporting the Service Desk team and resolving reactive tickets as they are escalated. Working in a fast-paced, dynamic environment, working across a variety of systems and applications, both on premise, in our own cloud environment and within public cloud systems.

Key Responsibilities

  • Communicate with clients, end users and 3rd parties via telephone, e-mail and remote support tools to resolve Incidents, service requests and provide regular updates.
  • Work as a team and provide a point of escalation for other members of the Service Desk team to resolve client issues.
  • Identify and communicate to the relevant QuoStar teams, any recurring incident that requires problem management.
  • Take full ownership of Service Desk tickets that are escalated to you through to their completion.
  • Recommend infrastructure improvements that you identify within client environments to QuoStar Account Managers for consideration.
  • Undertake pre-arranged out of hours work for QuoStar and client systems.
  • Partake in an out of hours emergency support rota
  • Utilise QuoStar’s internal Service Desk systems and any other tools required to complete your role.
  • Assist with client and internal project work if required.
  • 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.
  • Strive for continuous improvement in everything you do.
  • Desire to learn and improve your technical knowledge of QuoStar’s catalogue of preferred technical solutions.
  • Share your knowledge and experience with other members of the QuoStar teams to aid their development.
  • Deliver technical training on areas of expertise to the existing QuoStar service delivery teams.
  • To become involved in other tasks/duties as required

Essential Experience, Skills and Qualifications

  • Valid Microsoft MCSA or Cisco CCNA certification
  • At least 2 years’ experience working in a 3rd line technical support role within an MSP environment, providing support to end users and their line of business applications.
  • Support and maintenance of Microsoft Windows Server operating systems:
    • Server 2008- Server 2016.
  • Support and maintenance of Microsoft Windows client operating systems:
    • Windows 8.1 – Windows 10.
  • Support and administration of Virtualisation platforms – Hyper-V and VMWare.
  • Microsoft Exchange support and administration.
    • Exchange 2010 – Exchange 2016.
  • Active Directory support and administration.
  • Office 365 administration and support.
  • Support and maintenance of enterprise grade backup solutions:
  • Cloud and on premise.
  • Support and maintenance of Cisco networking solutions:
  • WAN, LAN and WLAN.
  • Support of enterprise grade wireless solutions.
  • Experience of working remotely and from site.
  • Configuration and troubleshooting of network print solutions

Desired Experience, Skills and Qualifications

  • IT degree
  • Experience of working with Mimecast
  • Microsoft Azure experience
  • Experience using PowerShell
  • Knowledge and understanding of the ITIL framework.
  • Experience of supporting macOS

The role is suitable for someone who:

Has a passion for technology and the drive to continually improve their own knowledge, obtain additional technical accreditations on a regular basis and gain exposure to a large variety of IT technologies.

Is a determined and resourceful individual, who enjoys problem-solving with the ability to think on your feet and find a solution, even when dealing with unfamiliar technologies.

Enjoys communicating with clients, has a keen eye for detail and takes pride in consistently delivering excellent customer service.

Does this sound
like you?

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