Service Desk Engineer

Job Title:            Service Desk Engineer

Salary:                Up to £35,000

Location:            Whiteley, Fareham

Silver Lining (A Focus Group Company) is a professional IT service provider based in Hampshire. Since 2007 we have been providing the very best in business IT, telecommunications, connectivity and security solutions across the UK and Europe. It is our mission to ensure improved efficiency, reduced running costs and the flexibility for our customers. We provide everything from telephone systems to outsourced IT support and infrastructure.

As a member of the Technical Operations team, the Service Desk Engineer will provide onsite and remote support to our clients who have critical response time requirements for their business technology systems. You will work independently and as part of a team to assist with technical issues and change requests. When necessary, you will act as a point of escalation from a technical perspective, whilst also working closely with the project coordinators on team related projects.

Responsibilities:

You will provide expert technical assistance and support to our technical team and other areas of the business as needed. This role may also include designing, implementing, and testing complex networking/infrastructure in support of our customer needs. This role will also successfully demonstrate the skills required to secure and manage network infrastructures to protect productivity, mitigate threats, and reduce costs. Other key responsibilities are as follows:

• Provide technical knowledge and support for Network, Infrastructure and Telephony services, to aid customers either remotely or onsite, whilst adhering to SLA’s.
• Participate in monitoring and management of system alerts and notifications.
• Participate in the administration and maintenance of the remote monitoring and management systems, including responding to alerts, monitoring dashboards, and conducting periodic system reviews.
• Provide technical expertise and advice where required within the business.
• Act as a point of technical escalation to junior Service Desk Engineers.
• Maintain documentation in-line with company processes.
• Communicate with customers as part of projects and service desk escalations.
• Participate in internal or external patching out of hours.
• Participate in out-of-hours on-call rota (following completion of probationary period).
• Attend site visits as and when required

Essential

• Excellent customer service skills – both remotely and in-person.
• 2 years relevant experience within an MSP/technical environment.
• Good understanding of Microsoft operating systems.
• Ability to “think on your feet”

Desirable

• HP/Aruba (experience configuring and deploying these vendors devices, particularly Wi-Fi and switches).
• Exposure to Juniper hardware.
• General experience with hosted services, such as Microsoft 365, VMware, Acronis.