Desktop Support Engineer

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This employer is a growing IT managed service provider (MSP) based in central Manchester with clients nationwide.

Founded early 2016, they serve a range of industry sectors, including finance, legal, retail, charity, and manufacturing, acting as an outsourced IT department and IT Director for their clients.

They pride themselves that their team provides a high standard of responsive and proactive support that their customers rave about. They're recruiting for new technical team members to support their continued growth throughout 2020.

Note: Due to COVID-19, this employer is currently working 100% remotely until such a time it is deemed safe to return to their Manchester office. All interviews and assessments will be conducted via videoconference during this time.

The position is for an immediate start, and as such requires applicants to be able to work from home until our office has reopened.

Job Role

- 1st & 2nd line technical support, in person, by phone & email - with a primary focus on end user computing devices (workstations, tablets, printers, mobile & fixed telephony) and SaaS services including Office 365

- Setup, testing and on-site installation of end-user computing devices, following their standard processes and documentation requirements

- Contributing to and maintaining their internal knowledge base

- Working with third party vendors and others to resolve issues

Personal skills:

- Excellent customer service skills - in person, on the phone and email

- A self-starter who is at home working individually and as part of a small team

- A user-focused approach, putting end-users at the centre of your work

- High standard of written and spoken English with excellent attention to detail

- A keen learner with interest in new technologies

Education:

- A-levels or above, or strong experience coupled with a relevant industry certification

- English and Maths GCSE grade C and above (or equivalent)

Experience:

- 3+ years' experience working in an IT support capacity, of which 2+ years at 2nd line

- MSP experience is highly advantageous

Essential Technical Skills

- Solid knowledge of troubleshooting PC hardware and printers

- Experience managing and supporting Microsoft 365 / Office 365, Windows Server 2012 and above, Win 10, macOS and iOS

- Understanding of core networking principles, including switching, routing, DNS, DHCP, Wi-Fi, VLANs and VPN

- Understanding of key IT security and data protection principles

Desirable:

- PowerShell scripting

- Exposure to Azure, Exchange Online, SharePoint Online or Teams

- Experience supporting DFS, IIS, DNS & DHCP

Contract type: Permanent full-time

Hours: 0830-1730 Mon-Fri. Occasional out of hours work and travel required.

Travel: Their clients are based nationwide, mainly in Greater Manchester & Central London. Site visits will be required with occasional overnight stays.

Company laptop and Apple iPhone provided.