Senior Service Desk Technician

We are supporting a well-established and respected IT Support provider who, due to their continued growth, are recruiting for a Senior Service Desk Technician to join their team on a permanent basis.

As a Senior Service Desk Technician (Tier 2), you will be responsible for delivering professional customer service and technical support to valued clients. You will play a crucial role in ensuring the smooth operation of their IT systems, ensuring operational Key Performance Indicators are met and contract obligations are fulfilled.

IT Support (remote and on-site) responsibilities include:

• Providing efficient and effective customer service to end-users and stakeholders.
• Logging and managing incoming issues through our ITSM software.
• Diagnosing and resolving complex issues escalated by Tier 1 Service Desk Technicians.
• Collaborating with Tier 3 Service Desk Technicians when necessary to resolve issues.
• Prioritising and managing your workload to meet client SLAs.
• Coordinating with third parties to install, configure, and deploy software.
• Setting up and deploying new users, hardware, and software.
• Adhering to company policies, procedures, and best practices.
• Documenting and updating records pertaining to supported networks and devices.

To excel in this role, you should have proven experience in an IT support environment, preferably within an MSP. You should show strong customer service skills, be organised, and possess strong communication, problem-solving, and IT skills, along with:

• Solid understanding of Windows Server, including Windows Server 2012/2016/2019/2022, Active Directory, and Server Roles and Features (Group Policy, DHCP, DNS, NTFS File Permissions, Remote Desktop Roles, Microsoft Exchange).
• Advanced experience with Windows 10.
• Familiarity with Office 365 licensing and administration.
• Basic understanding of TCP/IP networking.

A full UK driving licence would be beneficial as site visits will be required.

If you're passionate about technology, thrive in problem-solving, and are committed to providing top-tier customer service, apply today using the link below. We welcome candidates from all backgrounds.

Working Hours: Monday - Friday, 9am to 6pm

Salary: £27,592 - £33,000 dependant on experience