Desktop Support Engineer - Maidenhead - Service Desk Engineer

Summary: The role of Desktop Support Engineer involves providing both on-site and remote technical support, acting as an escalation point for Service Desk Engineers. The position requires a strong focus on client service and technical problem-solving, with responsibilities including hardware/software maintenance and system upgrades. The engineer will also be responsible for logging activities and maintaining documentation while developing their technical skills. This role is essential for ensuring efficient resolution of technical issues and enhancing client systems and services.

Key Responsibilities:

• Deliver technical support to clients both on-site and remotely.
• Act as an escalation point for Service Desk Engineers, ensuring issues are resolved efficiently.
• Install, maintain, and troubleshoot hardware/software in line with company standards.
• Reconfigure systems and perform upgrades as required.
• Prioritise and respond to technical queries to meet KPIs and customer expectations.
• Log all activity in the CRM system following established procedures.
• Maintain accurate and up-to-date client site documentation.
• Participate in out-of-hours support on a rota basis.
• Uphold information security standards in line with our ISMS policies.
• Proactively develop your technical skills through self-study.
• Manage your support queue professionally, resolving calls in line with SLAs.
• Build strong relationships with clients and team members.
• Recommend improvements to client systems and services to enhance performance and service delivery.

Key Skills:

• Proven experience as a Service Desk Engineer.
• Strong knowledge of Microsoft Windows Server/Desktop environments.
• Experience with Microsoft 365, Backup/DRaaS, Azure Active Directory & IaaS.
• Understanding of networking technologies (TCP/IP, Firewall, Routing/Switching).
• Excellent customer service and communication skills.

Salary (Rate): undetermined

City: Maidenhead

Country: UK

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

Desktop Support Engineer - Maidenhead - Service Desk Engineer

Are you a skilled IT professional with a passion for solving technical challenges and delivering exceptional client service? We're looking for a 2nd Line Field Engineer to join our dynamic team, providing on-site and remote support while acting as an escalation point for our Service Desk Engineers.

Key Responsibilities:

• Deliver technical support to clients both on-site and remotely.
• Act as an escalation point for Service Desk Engineers, ensuring issues are resolved efficiently.
• Install, maintain, and troubleshoot hardware/software in line with company standards.
• Reconfigure systems and perform upgrades as required.
• Prioritise and respond to technical queries to meet KPIs and customer expectations.
• Log all activity in the CRM system following established procedures.
• Maintain accurate and up-to-date client site documentation.
• Participate in out-of-hours support on a rota basis.
• Uphold information security standards in line with our ISMS policies.
• Proactively develop your technical skills through self-study.
• Manage your support queue professionally, resolving calls in line with SLAs.
• Build strong relationships with clients and team members.
• Recommend improvements to client systems and services to enhance performance and service delivery.

Qualifications & Experience:

Essential:

• Proven experience as a Service Desk Engineer.
• Strong knowledge of Microsoft Windows Server/Desktop environments.
• Experience with Microsoft 365, Backup/DRaaS, Azure Active Directory & IaaS.
• Understanding of networking technologies (TCP/IP, Firewall, Routing/Switching).
• Excellent customer service and communication skills.

Desktop Support Engineer - Maidenhead - Service Desk Engineer