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Service Desk Engineer

Exponential-e
Job LocationBridgend
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospectshas resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.Overall purpose of the job:

  • Provide 1st and 2nd Line remote desktop support to Exponential-e customers
  • Work in a rotation to provide on-site 1st and 2nd Line Service Desk support to Exponential-e customers
  • Primarily responsible for managing and owning support tickets and driving customer issues through to resolution
Key responsibilities for this job:
  • Respond to support contacts and tickets as assigned within Service Level Agreements
  • Work as a team to deliver timely resolution to customer requests from telephone and email
  • Maintain an understanding of the internal escalation process
  • Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical customer at all levels in the organisations.
  • To be a highly motivated team player with the skills and ability to manage changing priorities.
  • Setup/Configure/Maintain/Administer desktop computers and peripherals and test network connections
  • Physical Workstation and peripheral relocations
  • Performs general preventative maintenance tasks on computers, laptops, printers
  • Access Management and Maintenance through Active Directory and Office365 (Account Provision, Account Revocation, Password resets)
  • Escalate issues and involve Service Desk wherever required in order to resolve an issue as quickly as possible
Knowledge and experience required:
  • Experience in managing/troubleshooting Windows Desktop Operating Systems
  • Experience in Microsoft Exchange, Active Directory, Windows Server & Desktop, SQL Server technologies
  • Experience in managing/troubleshooting VMWare and/or Virtualisation technologies
  • Experience in using ITIL based ticketing system (ITIL foundation preferred)
  • Knowledge of Networking (DNS, DHCP, PING, TRACERT, NETSTAT, NBTSTAT, TELNET, FTP, FTPS, SFTP)
  • Desired skills in Microsoft System Centre, SharePoint and other Microsoft solutions
  • Applicants will ideally be Microsoft 365 and/or Azure certified or studying towards Fundamentals level

Keyskills :
Customer ServiceTicketing2nd Line1st Line

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