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A unique opportunity to join an ambitious MSP has arisen as a Technical Services Engineer.
You will be responsible for resolving incidents and project tasks assigned through the Service Desk Ticketing Tool. This includes managing your queue, fulfilling requests in accordance with SLAs, and meeting both KPI and yearly objectives.
Hybrid working - £35,000 - £40,000 - Northampton
Everyone in this organisation is incredibly passionate about what they do and the business goals, with the majority of the staff being there for 10+ years!? A small but mighty team, you will be part of an organisation who have lots of exciting projects coming up and have the opportunity to progress your own further by completing training and obtaining certifications.
Key Duties:
- Deliver technical support for servers, desktops, and networking infrastructure
- Assess new requests, troubleshoot issues, and escalate critical problems to senior support or management
- Manage assigned incidents and requests, ensuring resolution within SLA timeframes
- Maintain accurate and up-to-date ticket records, including progress, actions, and time tracking
- Conduct backup and monitoring checks, update documentation, and address failures
- Adhere to ITIL processes, focusing on SLA, KPI targets, and exceptional customer satisfaction
- Assist in preparing customer proposals, statements of work, and project deliverables
- Communicate with third-party vendors as needed
- Serve as Technical Lead for assigned clients, offering in-depth IT insights and improvement recommendations
- Participate in the on-call rotation for after-hours support
Key Skills:
- Proven ability to prioritise and manage multiple incidents, service requests, and project tasks efficiently
- Strong knowledge of networking, covering switching and firewalls
- Proficient in virtualisation technologies, including VMware and Hyper-V
- Extensive expertise in Windows 10/11 and Windows Server operating systems
- Experienced with Intune
- Experienced in managing Active Directory Domain Services and configuring Group Policy
- Adept at antivirus deployment, policy configuration, and remediation
- Familiar with remote access tools, Microsoft 365 administration, and cloud platforms
