Desktop Support Engineer
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Desktop Support Engineer (On-site) required for one of the UK's fastest-growing MSPs!
Location: Cheltenham
Nasstar are looking for an experienced, driven professional with a passion for technology and building customer relationships to join our growing team as a Desktop Support Engineer (On-site).
About Nasstar Plc:
We are an innovative managed IT service provider with an outstanding 20-year pedigree of delivering robust, secure and scalable solutions. Specialising in vertical markets integrating hosted private and public clouds.
About the role:
The Desktop Support Engineer will be the internal point of contact covering 1st & 2nd line support by working on-site directly with the client and their user base. You will deliver first class customer support and great service to a large enterprise client. You will champion customer service excellence by working with the central service desk collaboratively, following the procedures internally agreed and assisting in their continued refinement.
The successful candidate will be a target orientated individual and an excellent communicator with the ability to build strong relationships.
What we'd like from you
To deliver the best for our customers, the people in Team Nasstar also need to be the best. Therefore, we look for colleagues who demonstrate dedication and passion to a shared goal, who work well with others and who genuinely love what they do. A willingness to learn and quickly adapt is a must, as well as the drive to succeed.
Key Responsibilities:
Client Communication
Drive and ensure Client communication is clear, precise and extensive
Client lead
Liaise with the Client IT Team with on-going projects and tickets within regular meetings
Ensure all reporting is completed on time where required
Fully review and understand the services that Nasstar provide to the Client
Fully understand and adhere to both Nasstar and Client processes when delivering support
Regularly review and look to improve both Nasstar and Client processes
Understand the Client's business and operations
Understand the impact on the Client's business when Nasstar services are degraded
Resolving BAU 2nd line support tickets
Major incident, incident and Service Request Management
Partake in and drive major incidents to resolution
Ensure Incident requests and change requests are responded to within agreed SLA's
Follow standard service desk procedures (escalation, outage, change control, technical analysis etc.)
Ensure tickets have the full and correct level of detail
Ensure the end users receives excellent customer service, being the on-site escalation point for users
Other qualities specific to this role include having a basic working knowledge of all areas and an in-depth knowledge of at least 50% of the following:
Essential technical skills:
An excellent understanding of PC/laptop and smartphone/tablet hardware including Apple laptops, tablets and phones
Windows 7 OS, Mac OS & iOS & the MS Office suite across all devices.
Familiarity of Windows server operating systems
Windows 2008/2012/2016 Server
Citrix XenApp
Microsoft Office 365
Network devices including LAN switches, firewalls, and routers
Knowledge of the following would be advantageous:
Telephone systems (IP, SIP)
Datacentres and virtualisation (VMWare)
Any experience managing technology migration projects
If you think you have what it takes to become part of Team Nasstar, then don't hesitate to apply now!
What you can expect from us in return
At Nasstar, we think it's important to look after our employees. In addition to a competitive salary, supportive teams and real chance to progress your career, we offer a range of benefits which include:
Holiday: 22 days' holiday, rising to 25 days with length of service
Flexible working: It's important to maintain a healthy work/life balance. Nasstar will consider any written request for flexible working
Virtual working: We practice what we preach and empower our people to work virtually
Top tech: We don't just keep our services and solutions for our customers. That means best-of-breed software and hardware for all our staff
Life assurance: Employees receive life assurance cover of 4x their annual salary, to be paid to a nominated next of kin in the event of death
Health cash plan: All staff are eligible for our health cash plan, which includes money back for optical and dental treatments
Retail discounts and other perks: A "thanks" from Nasstar for a job well done, this scheme offers freebies and discounts for hundreds of major brands
Why choose a career with Nasstar?
We recognise that it's more than just their IT systems that clients are giving us - it's their trust. They trust in us to do what we have promised and we reciprocate that trust - that is the driving force, the differentiator because it is the catalyst for genuine partnership. We don't see ourselves as just entering into some service-based agreement, we see our organisation as integral to a client's progress, delivering technically day to day but also advising and consulting over the long-term, supporting both tactical operations and strategic development.
We always work together, we foster innovation for our long-term success, we aim to always talk business sense, we protect and safeguard our future through investment and try to inspire others through leadership.
