Job Ref: 215661366

Date: 2022-01-26 14:42:37

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We are looking for a Senior Desktop Support Engineer to to provide technical assistance to our clients. You will help install, upgrade and troubleshoot hardware and software systems. If you're computer-savvy and enjoy supporting end users, we'd like to meet you. To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions. You should also be familiar with remote troubleshooting techniques. Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction.

Responsibilities
Address user tickets regarding hardware, software and networking
Walk customers through installing applications and computer peripherals
Ask targeted questions to diagnose problems
Guide users with simple, step-by-step instructions
Conduct remote troubleshooting
Test alternative pathways until you resolve an issue
Customize desktop applications to meet user needs
Record technical issues and solutions in logs
Direct unresolved issues to the next level of support personnel
Follow up with clients to ensure their systems are functional
Report customer feedback and potential product requests
Help create technical documentation and manualsRequirements

Previous experience as a Senior service desk engineer supporting SME's
Experience of working in a customer-facing role
Familiar with working to Service Level Agreement (SLA)
Working as part of a broader service delivery function.
Supporting multi-site clients.
Microsoft Windows Server
Microsoft Office 365
Microsoft Office Exchange
Active Directory
Firewalls, Router & VPN Technologies
Networking Technologies
VMWare
Microsoft Sharepoint
Microsoft Azure
Microsoft IntuneSkills and Experience

Able to communicate verbally and in writing to both technical and non-technical audience
Creative, analytical problem solver with the ability to apply original and innovative thinking.
A methodical approach is suitable for to resolution of client requirements.
Able to manage to change workload and priorities.
Able to work both within a team and to use own initiative.
ITIL Foundation

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