Senior Service Desk Engineer

An excellent opportunity for a Senior Service Desk Engineer to join a well-established company based in Ipswich.

Job Title: Senior Service Desk Engineer.

Location: Ipswich, Anglia

Salary: £35,000 - £38,000 Per Annum, Depending on Experience.

About the Role:

The role is based in Ipswich but will extend to supporting other locations (primarily Birmingham and London) as required.

In this role you will be the 1st, 2nd (and with the assistance of external service providers) 3rd line IT contact for CCL- located in Ipswich.

Update and integrate the CCL network, computing and handheld devices, M365 and other cloud services with services, policies and procedures as defined and managed in group policies.

Key Responsibilities

Service Desk:

• Managing requests in person, by email, phone, MS Teams and via Desk IT Service Desk system.
• Identify, troubleshoot, escalating issues both locally and remotely using the established DeskIT ticketing system to log, monitor, tracks, escalate incident and user requests.
• Support of password and Identity management systems.
• Installing, configuring, and maintaining software and hardware components of Windows Laptop and Android Mobile estate.
• Repairing and replacing damaged computer components.
• The supporting and training and induction of CCL user base as they encounter IT challenges. It is intended that this support will include other office locations as necessary.
• Maintaining and updating technical & training documentation.
• Application support for M365, OneDrive and MS SharePoint.
• Building and maintaining a user self-help SharePoint.
• Escalation of problems to the appropriate level where necessary.
• Adhering to the company’s GDPR responsibilities by knowing and playing our part in the Information Security Systems Policy. Install and configuring hardware and software following group policies.
• Manage Users Lifecycle (account creation, delete …) and give access right to system according to group policy and business needs.

Infrastructure and Network:

• Performs primary network system administration on network servers and equipment.
• Schedule maintenance operation on the equipment.

Service Delivery:

• Ensure that local infrastructure is well fit to enable deployment of local and Group Services.
• Perform Level 1 Assistance on Group Services.
• Write local specific services procedure, description, and lead realization of new services.

Candidate Requirements:

The successful candidate must be a result focused self-starter with the enthusiasm, motivation and initiative to succeed in this role.

Qualifications:

• A good standard of educational attainment with a minimum requirement for GCSE passes in English and Maths.

Essential Experience:

• Providing service desk support within a busy business environment.
• Developing and overseeing IT security and control systems.
• Using an Electronic Document Management System (EDMS).

Knowledge & Skills:

• Excellent IT skills, to include the use of Microsoft Office including SharePoint, with the ability to quickly learn new skills and become familiar with new software packages.
• Excellent knowledge of all major operating systems.
• Excellent working knowledge of Network and PC hardware, and AV equipment and associated software tools.
• Working technical knowledge of current network protocols, operating systems, and standards.
• Ability to use initiative and work independently with minimal supervision.
• Excellent organisational, communication and interpersonal skills.
• Be able to work under pressure, be a team player and have a high level of self-motivation.
• Awareness of regulatory environment, including GDPR, and relevant accreditations (eg. Cyber Essentials).

If you feel that you have the relative skills/attributes to fulfil this role then please apply now!