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Senior Managed Services Desktop Engineer

Senior Managed Services Desktop Engineer

  • London

iCobus

Senior Managed Services Desktop Engineer

London

 

Overall purpose of the job:

  • Provide 2nd to 3rd Line desktop support to company customers.
  • Interact professionally with effective verbal and written support to company customers.
  • Primarily responsible for managing and owning support tickets and driving customer issues through to resolution.
  • Develop and maintain templates, guides and change process to ensure testing and regular updates occur.

Key responsibilities for this job:

  • Respond to support calls 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.
  • 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 on end user devices and peripherals.
  • 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.
  • Ability to lead and mentor junior colleagues, hosting training workshops for team members.
  • Internal team escalation.
  • Review internal Change Requests raised by team members.

Knowledge and experience required:

  • Experience in end user support.
  • Experience in managing/troubleshooting Windows Desktop Operating Systems.
  • Experience in Microsoft Exchange, Active Directory, Windows Server & Desktop technologies.
  • Experience in managing/troubleshooting VMWare and/or Virtualisation technologies.
  • Experience in using ITIL based ticketing system (ITIL foundation preferred).
  • Knowledge of PowerShell and Scripting Tasks.
  • Knowledge of Networking (DNS, DHCP, PING, TRACERT, NETSTAT, NBTSTAT, TELNET, FTP, FTPS, SFTP).
  • Desired skills in Microsoft System Centre, SharePoint and Lync an advantage.
  • Applicants will ideally be either MCP, MCSA, MCSE or VCP certified.
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Job Overview
Category
IT Services
Consultant

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