About the Department/Team:
This role will report directly to the Service Desk Manager. The Service Desk Team are responsible for delivering a high level of support to our clients, covering a wide variety of packages and platforms. We aim to get it right first time, to meet the expectations of our clients, whilst meeting SLA’s.
Responsibilities:
The Engineer role encompasses elements of 2nd and 3rd line support within a customers location based in Dockside E16, London. You will need to be a seasoned and reliable professional with exceptional support skills to independently support our customer.
Primary Role Responsibilities:
* Manage and assist with IT service tickets.
* Independently resolve tickets and support other engineers ticket work.
* High level of technical knowledge in areas key to the company.
* Lead / role model -set a positive example in key technical expertise areas.
* Write high quality procedures and client communication.
* Manage project tickets - including planning, monitoring and completion.
Secondary Responsibilities and Tasks:
* Provide 2nd and 3rd line technical support to clients and Company's staff.
* Act as an escalation point for customers and assist other colleagues in troubleshooting and resolution.
* Maintain a high degree of customer service for all support queries and adhere to all service procedures and SLA’s.
* Arrange for and work with external 3rd party technical support where problems cannot be resolved internally.
* Demonstrate and apply knowledge and experience with IT SaaS infrastructure and security systems.
* Be available for ticket escalation and resolution.
* Resolve complex hardware/software tickets.
Required Skills
* IT MSP Experience Essential
* Ability to work in a corporate environment
* Experienced level 3 engineers
* M365 – including complex issues
* Laptop build
* Server 2016/2019 etc Group policy , AD, DNS (all the usual things you would need in business)
* Wireless and Network Management
As an agency we are fast becoming the number one Freight specialist in the UK. We have a fast growing reputation with most Freight related companies. Freightserve has been established since 1992 working within the Freight Forwarding and Shipping industry
Salary description
£33000.00 - £36000.00 per year