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Service Desk Engineer 1

REF: QS-SDE-001

Department: Managed Services
Team: Service Desk
Location: Bournemouth, Dorset
Working Hours: 40 hours per week
Reports to: Service Desk Manager
Salary: £20,000 – £25,000 DOE plus excellent benefits
Holiday: 25 days plus Bank Holidays

Job Overview

To provide technical knowledge and experience to resolve reactive Service Desk tickets. Working 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 3rd parties 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 to resolve client issues.
  • 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.
  • 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, 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
  • Advanced Windows 10 Support and Maintenance
  • General diagnostic and troubleshooting skills
  • Office Applications and 365 Support and Administration
  • Virtualisation technologies
  • Excellent documentation skills
  • General network troubleshooting, including:
    • LAN
    • WAN
    • Wireless
    • Firewalling

Desirable experience, skills and qualifications:

  • IT degree
  • 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.

Does this sound
like you?

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