IT Support

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This IT support company is looking to recruit a Service Desk Engineer to be responsible for resolving their clients IT issues. This role is predominantly 2nd line support but with great opportunities to learn from experienced colleagues, be involved in projects and visit clients. They manage the IT for a wide variety of clients and they operate an ITIL based helpdesk system.

Second line IT support to their external clients by assisting with issues including:

- Support for Microsoft Windows Desktop and Server environments

- PC builds and user profile creation with application installation

- Printer installation and fault diagnosis

- Broadband and Internet connectivity

- Troubleshooting networking issues

- Office 365 User setup and troubleshooting

- Fault diagnosis, fault resolution and time recording logging all information in our helpdesk system

- SIP phone system support

- Work with active clients and prospects to develop a deep understanding of their needs and translate those needs into solution requirements that satisfy their demands.

- Identify cross-selling and up-selling services and solutions to existing accounts.

- Qualify new sales opportunities for current clients and prospects.

- Achieve and maintain a positive rapport with clients and prospects, work to give them the best possible service.

Technical Skills Required

- A minimum of 3 years first and second line IT Helpdesk Experience

- Experience in the configuration, maintenance and management of Networks/Servers/PCs and their Operating Systems.

- Configuration experience of TCP/IP, IIS, DNS, DHCP and VPN connectivity.

- Hands on experience of anti-virus, web/mail filtering and backup solutions

- Knowledge of Microsoft Office Suite

- Configuration and support of VOIP and mobile devices.

- Experience of Microsoft Exchange, Active Directory, Group Policy

- Must have a current, or working towards the MCSA or MCSE qualifications

Personal Skills Required

- Strong organizational, presentation, and customer service skills.

- A positive outlook with a 'can-do' attitude

- The ability to work on his/her own initiative and accept responsibility/ownership for calls

- The ability to participate and contribute successfully within a team environment

- Ability to present ideas to technical and non-technical staff

- Excellent skills in preparing written communications and materials.

- Possess excellent verbal and interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.

- Proficient with general office applications.

- Enjoy working with people and external audiences.

- High energy and drive with good negotiation skills.

- Ability to manage time and adapt to changes quickly.

- Typing skills to ensure quick and accurate data entry and content creation.

- Self-motivated with the ability to work in a fast moving environment.

- Commitment to lifelong learning.

A driving license and own vehicle is essential as travelling to clients will be required.