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Service Desk Specialist

Job description


3rd Line Engineer
Competitive Salary
Wakefield, Telford, or Poole
Full Time - Permanent - 40 Hours/Week
Shift pattern - Hours between 7:30 and 6pm and 1 in 4 Saturday/Sunday (Paid overtime or day in lieu)

Gerrard White are working with a leading cloud services provider who offer an integrated suite of managed services, from cloud optimisation and application modernisation to networking and self-serve tools to support a range of businesses from SMEs to multi-national corporations.

They are looking for a specialist engineer to join the service desk team, and support their managed service customers in resolving complex issues, working in line with SLA's.

Main Responsibilities:
Be the technical escalation point for Level 1 and Level 2 engineers within the Service Desk

  • To provide assistance with complex issues.
  • To ensure updates are provided to team members that can be disseminated to customers
  • To carry out root cause analysis on problems identified



Actively managing and maintaining a list of assigned tickets.

  • By ensuring they are regularly updated in-line with SLAs
  • Ensuring any investigative work is documented within
  • Keeping the customer/Level 1 team informed and updated with the progression of their issue.



To maintain good work relationships with vendors

  • Ensure any escalations to vendors are monitored and updated on a regular basis
  • Ensuring vendors are provided with access and knowledge required to service our customers
  • Ensure clear and concise information is provided with vendors to ensure a speedy resolution.



Ensure customer environments and managed and maintained to a high standard

  • Managed and maintain group policies for customers
  • Review and resolve proactive alerts
  • Perform a variety of maintenance tasks as required, such as diagnosis of problems, patching and capacity management.



What we'd like from you
Solid working knowledge of all areas and demonstrate an in-depth competence to support and manage a broad range of the detailed subject areas:

Essential -
· Microsoft Associate Certifications
· Network certification such as (CCNA, JNCIA or NSE 4)
· IP network design including routing, switching, VLANS, Firewalls, VPNs, DNS, DHCP, FTTP, Wireless WAN. Good knowledge in one of the popular Firewall brands - Fortinet, Sonicwall, Cisco, Draytek etc and a working use of Cisco IOS and networking equipment.
· Exposure to HP platforms and server hardware with working knowledge of RAID arrays and SANs.
· Microsoft 365 configuration, Azure AD Sync, Microsoft Cloud Services
· Experience with Windows Server 2016/19/22, Exchange 2019, Remote Desktop Services, Hyper-V, Active Directory.
· At least five years of Microsoft server level IT experience.
· Working under pressure, especially when a critical issue has occurred.
· Managing your own workload.

Desirables -

· Citrix CCP-V or AppDS
· CompTIA Linux+
· Working for a Managed Service Provider (MSP)
· Experience with the use of an ITSM toolset (ideally ServiceNow)

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