Service Desk Engineer

Freightserve recruitment are looking for a Service Desk Engineer for a well-established IT Company. The role is based in one of the Companies key clients based in Canary Wharf.

About the Department/Team:

This role will report directly to the Service Desk Manager. The Service Desk Team are responsible for delivering a high level of support to our clients, covering a wide variety of packages and platforms. We aim to get it right first time, to meet the expectations of our clients, whilst meeting SLA’s.

Responsibilities:

The Engineer role encompasses elements of 1st and 2nd line support within a customers location based in Canary Wharf, London. You will need to be a seasoned and reliable professional with exceptional support skills to independently support our customer.

Primary Role Responsibilities:

• Manage and assist with IT service tickets.
• Independently resolve tickets and support other engineers ticket work.
• High level of technical knowledge in areas key.
• Lead / role model -set a positive example in key technical expertise areas.
• Write high quality procedures and client communication.
• Manage project tickets - including planning, monitoring and completion.

Secondary Responsibilities and Tasks:

• Provide 1st and 2nd line technical support to clients.
• Act as an escalation point for customers and assist other colleagues in troubleshooting and resolution.
• Maintain a high degree of customer service for all support queries and adhere to all service procedures and SLA’s.
• Arrange for and work with external 3rd party technical support where problems cannot be resolved internally.
• Demonstrate and apply knowledge and experience with IT SaaS infrastructure and security systems.
• Be available for ticket escalation and resolution.
• Resolve complex hardware/software tickets.

Required Skills

• Ability to work in a corporate environment
• Experienced level 2 engineers
• M365 - including complex issues
• Laptop build
• Server 2016/2019 etc Group policy , AD, DNS (all the usual things you would need in business)
• Wireless and Network Management

As an agency we are fast becoming the number one Freight specialist in the UK. We have a fast growing reputation with most Freight related companies. Freightserve has been established since 1992 working within the Freight Forwarding and Shipping industry. Call now to avoid disappointment!!!