1st line service desk

Job Title: 1st line service desk engineer Location: Borehamwood + Hybrid + Mon-Fri 0830am to 1700pm Salary: up to 28k per annum  Duration; Permanent Benefits: 22 days AL rising to 25 + BHs + Company pension + day off for birthday Training: A tailored training path with vendor specific accreditations. Do you have remote or onsite experience troubleshooting and resolving technical issues? Are you ready to join a team where your talents are valued, your ideas are heard, and your career can thrive? If so, we are looking for you to join our team as a 1st Line Service Desk Engineer! HOW YOULL MAKE AN IMPACT · Provide technical support for our Managed Service customers, aiming to resolve incidents promptly or escalate to the 2nd and 3rd line engineering team if necessary. · Perform proactive tasks to maximize customer uptime, including root-cause analysis and preventive measures to avoid recurring issues. · Resolve complex monitoring alerts, deploy security updates, perform system maintenance, and upgrade customer systems as required. · Manage tickets efficiently and effectively within an ITIL environment. WHO WE ARE LOOKING FOR · You have at least 2+ years' experience in a commercial IT Support environment, preferably within an MSP and a strong understanding of computer hardware, software, networking, and operating systems. · You are patient, empathetic and able to communicate technical concepts to non- technical users. · You enjoy working as both a part of a team and leveraging the expertise of others to solve problems. · You have exceptional customer service skills with a proven ability to quickly build rapport. SYSTEMS YOU ARE FAMILIAR WITH · Proficiency in Microsoft Office 365 services and email services (Exchange, Exchange Online, Mimecast, Gmail). · Familiarity with Intune, including Device Management, Conditional Access Policies, and Autopilot. · Knowledge of Jamf, SharePoint Online, Teams setup, and Microsoft Azure administration. · Experience with hosted telephony systems and Windows Server, including GPO, AD, File Servers, and other server roles. · Proficiency in Windows OS (7, 8, and 10) and understanding of DNS, DHCP, TCP/IP, LAN, Routing, VPN, and WAN. · Interest and exposure to security, including firewalls and Windows security for servers and workstations