1st Line Service Desk Engineer

The Role

As a core part of the technical team within the Service Delivery department, you will be a very competent and skilled technician rated highly within the organisation. The daily role will involve managing and maintaining client systems, services and networks and ensuring that all technical issues are dealt with in a professional, timely manner and within the designated Service Level Agreements (SLA). You will be dealing with escalations from the Service Desk Analysts and mentoring them with their tickets.

You are considered key to the ongoing delivery of services to the client, where you will build up excellent client knowledge and make sure our technical documentation is meticulous to ensure continued support is streamlined as much as possible. You will be expected to maintain a technical understanding and remain up to date in cutting edge technologies.

Air IT offers targeted training sessions to you, but you should also be keen to enhance your knowledge and skills at regular intervals with both self-study and dedicated time within your work schedule to work towards accreditations.

Duties & Responsibilities

• Responsible for managing support and helpdesk services.
• Answering call and troubleshooting ticket assigned to you including software installation and break fix.
• Process service requests such as new starters/leavers and all 365 administrative queries.

If you have ConnectWise and workload management experience, this is your chance to get on board with an ambitious and successful business as we push on making a big impact in our industry sector.

Qualifications, Knowledge and Experience:

Technical Specification:

• Previous experience working in a problem-solving IT role
• Microsoft Office Suite
• Office 365
• Active Directory
• AVD/WVD
• Must be able to demonstrate the ability to diagnose and troubleshoot IT issues
• Documentation is extremely important within this role

Personal Specification:

• Excellent customer service communication skills (both verbal and written)
• Confident when dealing with client requests
• Desire to study for technical qualifications
• Good team player
• Ideally you will have an understanding of ITIL Service Delivery