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IT Service Desk Engineer Vacancy

We're looking for an experienced IT Service Desk Engineer

Concept IT Services Ltd specialise in providing fully managed IT services, support and cloud solutions to a wide range of small and medium-sized businesses throughout the North East of England. For over 13 years we have been helping small and medium-sized businesses get the best out of their computer systems.

We’re firm believers in using “best of breed” products to ensure maximum value, performance and reliability for our clients. We only work with hardware, software and systems suppliers we know and trust. As such, we’re accredited partners of Microsoft, Cisco and HP.

We focus on the provision of proactive remote and onsite support by monitoring our clients IT systems for potential faults and errors to mitigate any down time. When a problem occurs, our priority is to manage the issue quickly and efficiently to get the client’s business up and running with minimal disruption.

Responsible for providing outstanding technical support to external clients, you will provide the highest level of expertise both on-site and off-site for a diverse range of technologies including desktop and server environments, network infrastructure and vendor specific hardware and software.  It is paramount to our business that clients' expectations are met and successfully managed both onsite/offsite.

Key Objectives

Working as part of the service team, you'll be responsible for delivering amazing service levels to our clients.  You should have a desire to provide excellent customer service and a passion for all things IT.

The role will include taking and recording client support requests, working through issues logged and updating clients on the progress of their support requests whilst working to strict SLA’s. You will be assisted by the use of the latest support tools, remote monitoring, management and automation tools – helping you to provide the highest level of technical expertise to meet client expectations.

Responsible for providing outstanding technical support to external clients, you will provide the highest level of expertise both on-site and off-site for a diverse range of technologies including desktop and server environments, network infrastructure and vendor specific hardware and software.

Most of the support you provide will be via telephone with remote/internet collaboration but you will at times be required to travel to client sites for deskside support.

You will work alongside our existing support team and will be assisted with training and development. You will also help with new system installations both in our Tech Centre and at client sites.

Key Tasks

This role is varied and demanding with no two days being the same. Whilst some support must be delivered on-site with clients, much of the work can be delivered from our office.

  • Logging client faults and ensure call backs made
  • Providing on-site and remote support to our clients
  • Assist with network, server, desktop and client equipment installation
  • Managing incidents to resolution and within service level agreements, ensuring we maintain a high level of customer service

Mandatory Experience

  • Excellent IT skills (ideally gained from experience in a similar role)
  • Working knowledge of Microsoft Windows Desktop Support (Windows 7/8/10)
  • Windows Server Support – Server 2008 (including SBS Derivatives) / Server 2012 / Server 2016
  • Excellent knowledge of Active Directory Administration
  • Backup Applications: Backup Exec/Acronis/Windows Server Backup
  • Experience of Virtual Machine Management – Hyper V
  • Full UK Driving License

Other Key Requirements

You'll be required to travel throughout the North East of England therefore a driving license is essential.

  • Good organisational and time management skills
  • Must be presentable, with good customer facing skills
  • Excellent written and verbal communication skills
  • Ability to plan and prioritise workload

Desirable Skills and Experience

  • Microsoft Exchange 2007/2010/2013/2016
  • Microsoft Office 365 Administration
  • Network Administration (Cisco CCNA or N+ Certification)
  • Microsoft SQL Server Administration
  • Sage Application experience – Sage Accounts/Payroll
  • Excellent written and verbal communication skills
  • Good organisational and time management skills
  • Must be presentable, with good customer facing skills

 

Based at our Head Office at Tanfield Lea, you will be required to work 39 hours per week with occasional weekends and on-call rota. In addition to a competitive salary (dependent upon skills and experience) you will receive 21 days paid holiday plus statutory holidays.

If you think you have what it takes to be part of our team then please send your CV to: recruitment@concept-its.co.uk

Questions? Concerns? Get in touch.
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0808 178 22 48
Concept IT is ISO27001 UKAS Certified Concept IT is a HP Business Partner Concept IT is a Microsoft Small Business Specialist ensuring you always receive the best advise possible Concept IT is a Cisco Select Certified Partner and provides the best possible security and network solutions Concpet IT is ISO9001:2015 Quality Certified so you can be confident in receiving a fantastic service from us every time Concept IT is Cyber Essentials Certified