Currently recruiting for a IT Service Desk Engineer (Hybrid) to join a fast growing MSP.

Roles:
IT Service Desk Engineer

Salary:
£20,000 to £26,000 basic
+ Up to circa £5,000 Shift Bonus
+ Plus Additional Benefits
+ Benefits

Location:
Office Based in Alresford (Near Winchester)
Hybrid Working, 2 Days Office based, 4 Days Remote for Home

Type:
Permanent
Full-time

Shift Pattern:
Due to the nature of the IT Industry, the IT Service Desk Engineer is required to work a 24×7 shift rotation;

They operate 2 rota teams. This role is for the 24×7 team and will initially involve participation in our standard business hour rota before moving onto our 24×7 Emergency Response team

When allocated to the standard business hours rota you 37.5 hours p/week covering shifts between 8.30am and 6pm Monday to Friday and occasional weekend shifts between 10am and 4pm.
When allocated to the 24×7 Emergency response team the rota cycle is as follows:

• 6 day duty cycle followed by 4 day rest period – 4 days off every 10 days (compared to a normal cycle of 4 days off every 14 days)

2 days of Early Rota : 07:00 to 14:00
2 days of Late Rota : 14:00 to 22:00
2 days of Night Rota : 22:00 to 07:00
4 days off

• Average of 33 worked hours per week (salary paid on 37.5 hours/week basis)
• Buddy system to cover absences and reasonable domestic Commitments

IT Service Desk Engineer:

The company is growing and can offer an excellent opportunity for candidates that are looking for a role that will expand their IT skills, whilst offering training opportunities and support from a great team. We provide commercial 24×7 triage, 1st and 2nd line technical support on company and client systems, and on 3rd party vendor products. Clients are a range of IT vendors and resellers, for whom we provide “in-sourced” skills & services. The role is to provide first and basic second line support. Work is handled principally by phone, remote sessions and email with occasional site visits according to experience and skills. In addition, part of the role includes working in an Incident Management Role, where we assist our customer with manging their P1/2 process from ensuring the right technical teams are engaged to ensuring the management team are regularly updated on the status. The focus of the support work is on client systems, connectivity, security and managed service contracts (full disk encryption products, firewalls, email filtering, authentication, enterprise mobility solutions, incident management & monitored systems). It is essential that you are able to work under pressure, possess excellent customer service and communication skills as well as having a logical and methodical approach to troubleshooting.

Responsibility:

• To provide triage, first and some second line support and escalation of helpdesk tickets to our customer base, working to specific SLA’s
• To provide incident management & stakeholder facing communication for customers as required (with the expectation of leading a multi manned P1 Bridge Line).
• To provide basic remote support and change management assistance to our customer base.
• To manage and monitor call queues ensuring adherence to customer SLA’s.
• To handle monitoring alerts following defined KB processes.
• Ensure that all case related documentation is clear, concise and updated in the Helpdesk ticketing system.
• Ensure that customers are updated continuously on the status of their issues.
• To assist with basic building security and management when starting or finishing outside of core business hours

Skills Required:

The ideal candidate should have prior experience of technical support and some of the computing technologies as set out below. But we would be surprised if you had all of this, so even if you only have some, you should still come and talk to us. We are also interested to take on people without formal experience if they can demonstrate an aptitude and a passion for technology.

• Understanding of networking, TCP/IP and internet technologies.
• Good knowledge of Microsoft O/S, with Linux an advantage.
• Passionate about IT with a constant desire to learn and advance knowledge.
• Work under pressure and an ability to multitask.
• Excellent customer service and communication skills as well as having a logical and methodical approach to troubleshooting.
• Flexible in your work attitudes, be prepared to contribute, be self-motivated when it comes to personal development and training.
• Good telephone manner, good analytical and problem-solving skills, ability to learn quickly and cross-apply knowledge.
• Enjoy working with customers and callers, and take pleasure & pride in resolving their issues, however frustrating it can be at times!
• We are looking for good personalities who are passionate about technology and want to share long-term in a good fun working environment where they can make a difference and enjoy the results

If the role of IT Service Desk Engineer is right for you, please forward your CV to us and a specialist recruiter will be in contact with you immediately.