Senior Service Desk Engineer

Hayward Hawk Recruitment

Senior Service Desk Engineer - End User Support of server, infrastructure, desktop and laptop environments.

Liaising with the Service Desk Team Leader to help proactively progress and resolve tickets escalated by junior engineers. Allocate calls to senior engineers where necessary to help minimise service level impact to clients.
  • Act as the final point of escalation for other Service Desk Engineers
  • Work closely with the Service Desk Team Leader to resolve long standing client problems
  • Conduct audits and technical investigations
  • Providing reports with technical recommendations to Senior Management
  • Provide support to a variety of Microsoft related technologies: Server, Exchange, Office 365 etc
  • Support and troubleshoot client’s networks
  • Make recommendations on how to enhance and improve client’s network security
  • Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and conduct periodic system reviews
  • Communicate with customers on a regular basis keeping them informed of incident progress
Experience in a managed service background, supporting and implementing solutions in a small to mid-size business environment using the following technologies:
  • Microsoft OS and Applications (Windows 7, 8 or 10, Office)
  • Microsoft Server (2008, 2008 R2, 2012, 2016, Exchange)
  • Active Directory Administration
  • Virtualization (VMWare, Hyper-V, Citrix)
  • Microsoft Cloud Technologies (O365, Azure, etc.)
  • Backup, Disaster Recover and Business Continuity Solutions
  • Implementing customer specific applications while dealing with 3rd party software companies
  • Cabling infrastructure (patching, rack installations etc.)
  • Firewalls and network security
For more information on this or other similar roles contact Stephen on 02895902688.