Senior Service Desk Engineer

Senior Service Desk Engineer – £27,500 – Newton Le Willows, Warrington

The Role

Do you have at least 3 Years of Managed Helpdesk experience? Do you have a knack for solving technical issues and a background in IT support? If so, IDT Support Solutions is looking for a Senior Service Desk Engineer to join the team!

Our goal is to always provide exceptional level of service. We aim for lasting partnerships with our clients.

In this role, you will provide technical support to our customers, colleagues, and internal stakeholders through various communication channels, including phone, Teams/Zoom, and email.

This position is primarily office-based, with the flexibility to work from home upon request. You will play a critical role in shaping our service offering and maintaining our reputation for excellent customer service.

Key Responsibilities:

Provide 1st/2nd line support for Microsoft’s core cloud business applications and operating systems.
Support services for on-premise Microsoft-related technologies: Windows Server, Exchange, SharePoint, etc.
Manage and maintain clients’ infrastructure and cloud services, such as Microsoft 365.
Monitor clients’ systems via remote monitoring tools.
Escalate complex issues to a 3rd Line engineer when necessary.
Ensure effective ticket management and communication with clients.
Participate in the on-call service rotation (1 in 5 weeks).
The Company

IDT offers flexible IT support, professional IT project delivery and expert IT advice. We support small, medium-and large businesses across the globe. We help our clients improve organisational and individual performance by leveraging well-managed IT infrastructure, backed up by expert IT support and advice.

The professionalism of our people, combined with the pro-active approach taken by our staff, ensures that we deliver a fast, exceptionally reliable and accountable service to our clients. We can act as a client's IT department or supplement an existing IT function.

In both cases, we aim to create long-term partnerships that add value through a combination of high-quality day-to-day support, expert project delivery and well considered strategic advice.

Benefits:

Bupa Health Cover.
Training & Certification.
Cycle to Work Scheme.
Workgroup Pension.
Mileage Allowance.
The Person

Essential:

3 Years of Managed Helpdesk experience.
Strong technical skills in Windows Server, Active Directory, Exchange, and networking technologies.
Experience with Microsoft 365 administration and cloud computing platforms like Azure.
Excellent analytical and problem-solving skills.
Strong communication and interpersonal skills.
Ability to prioritise and manage multiple tasks in a fast-paced environment.
Server Hardware configuration and recommendation.
LAN switching configuration and troubleshooting.
Firewalling (WatchGuard) / VLAN Experience / router and connectivity troubleshooting.
Sound IP troubleshooting skills including DHCP, DNS, IP addressing.
Ability to work away from home overnight for potentially multiple days.
Desirable:

Knowledge of Mac OS.
Knowledge of Acronis Cloud Backup.
Cisco Switching experience.
Microsoft MSP Certification in Microsoft 365.
Experience with ConnectWise Manage and RMM.
Synology storage solutions.
Telecoms / Hosted VOIP Systems.
If you're eager to join a company that values your technical skills and commitment to customer service, we want to hear from you