Role:
Service Desk Engineer Location:
Milton Keynes Salary Range:
£26,000 About Us: We have been providing our clients with comprehensive IT Support and technology solutions, including cloud services, managed print, telephony, Office 365 applications, cyber security, and data recovery since 2002. As part of Advania, we are backed by a leading technology services and solutions provider, and the most awarded Microsoft partner in the UK. Position Overview: Meet the client’s requirements efficiently and strive to resolve client user issues by delivering the right solutions first time, on time, every time. Identification of recurring issues and trends. Responsibilities: Ensuring the smooth running of the client’s systems and network infrastructure to maximize benefits. Answering inbound calls within an agreed answer time (9 seconds). Log all customer issues, queries, and requests into the ticket management system. Provide Level 1.5 Technical Support, diagnosing customer issues, and providing a high level of first-time fix. Manage and work to internal and customer SLA’s, escalating any concerns. Create and maintain customer-specific infrastructure documentation. End-to-end ownership of problem resolution. Managing client expectations through clear communications. Take responsibility for own continual professional development, ensuring up-to-date industry and technical knowledge. Undertake all other reasonable requests. Qualifications & Experience: Proven experience as a service desk engineer supporting SMEs. Experience of working in a customer-facing role. Familiar with working to SLA’s to meet both customer and contract requirements. Experience working as part of a wider service delivery function. Office Applications – Outlook, Excel, Word, PowerPoint – basic troubleshooting. Windows 10/11 – basic troubleshooting. Android – Basic troubleshooting. Able to communicate verbally and in writing to both technical and non-technical audiences. Methodical approach suitable for resolution of client requirements. Able to manage changing workload and priorities. Able to work both within a team and using own initiative. Installation, removal, and troubleshooting of 3rd party software. Our Selection Process: We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law. Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.
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Service Desk Engineer Location:
Milton Keynes Salary Range:
£26,000 About Us: We have been providing our clients with comprehensive IT Support and technology solutions, including cloud services, managed print, telephony, Office 365 applications, cyber security, and data recovery since 2002. As part of Advania, we are backed by a leading technology services and solutions provider, and the most awarded Microsoft partner in the UK. Position Overview: Meet the client’s requirements efficiently and strive to resolve client user issues by delivering the right solutions first time, on time, every time. Identification of recurring issues and trends. Responsibilities: Ensuring the smooth running of the client’s systems and network infrastructure to maximize benefits. Answering inbound calls within an agreed answer time (9 seconds). Log all customer issues, queries, and requests into the ticket management system. Provide Level 1.5 Technical Support, diagnosing customer issues, and providing a high level of first-time fix. Manage and work to internal and customer SLA’s, escalating any concerns. Create and maintain customer-specific infrastructure documentation. End-to-end ownership of problem resolution. Managing client expectations through clear communications. Take responsibility for own continual professional development, ensuring up-to-date industry and technical knowledge. Undertake all other reasonable requests. Qualifications & Experience: Proven experience as a service desk engineer supporting SMEs. Experience of working in a customer-facing role. Familiar with working to SLA’s to meet both customer and contract requirements. Experience working as part of a wider service delivery function. Office Applications – Outlook, Excel, Word, PowerPoint – basic troubleshooting. Windows 10/11 – basic troubleshooting. Android – Basic troubleshooting. Able to communicate verbally and in writing to both technical and non-technical audiences. Methodical approach suitable for resolution of client requirements. Able to manage changing workload and priorities. Able to work both within a team and using own initiative. Installation, removal, and troubleshooting of 3rd party software. Our Selection Process: We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law. Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.
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