Service Desk Engineer - VOIP, Networks, Security  - London, Hybrid - £35,000

Service Desk Engineer – VOIP, Networks, Security  - London, Hybrid - £35,000

A leading cloud communications, security and networks provider that delivers market leading solutions to mid-market customer are looking for a personable, friendly Service Desk Engineer to provide 1 st and 2 nd line support to their client base.

Please note – this role is based in Central London (London Bridge) and offers hybrid working; 3 days per week in the office and 2 at home.

This would suit a bright, motivated Service Desk Engineer with 1 st /2 nd Line MSP experience that is looking to broaden their skills and further their career in unified communications, networking, cloud services and collaboration.  The Service Desk team are responsible for the ongoing support of customer solutions and internal infrastructure. This is a dynamic and wide-ranging role that will involve working closely with our customers and internal teams.

Key responsibilities include:

Troubleshooting and resolving customer system issues including software, hardware and network problems - tier 1 and tier 2 support

Providing all clients with the best possible service

Ensuring the Service Desk Team meet all SLA’s defined by client’s contracts

Work with all teams to make sure the common goal of service excellence is delivered

Be responsible for driving fix on first contact metric.

Responsibility for managing and triaging the support queues

The ideal candidate will have previous experience in a customer facing IT role, ideally within an MSP environment with some VoIP experience.  Experience of Microsoft Teams Voice and Collaboration would be beneficial.  Any exposure to Azure, AWS or Public cloud would be beneficial as would experience of network technologies and principles such as VLANS, VPN’s and firewalls.  Good understanding of IT networks including TCP/IP, DNS and DHCP and of WLAN deployment design and troubleshooting would also be advantageous. 

Above all, you will be an excellent communicator; able to build strong working relationships easily.  You will be motivated, ambitious and eager to learn with a real passion for developing your career in this area.

The salary on offer for this role is up to £35,000 plus benefits.