Service Desk Engineer - Freightserve : Job Details

Freightserve recruitment are looking for a Service Desk Engineer for a well-established IT Company. The role is based in Stansted, Essex.

The Company take great pride in what they do, customer satisfaction is crucial. They also recognise and reward staff performance so below are details on the role and what is expected from it.

About the Department/Team:

This role will report directly to the Service Desk Manager. The Service Desk Team are responsible for delivering a high level of support to our clients, covering a wide variety of packages and platforms. They aim to get it right first time, to meet the expectations of their clients, whilst meeting SLA’s.

Responsibilities:

The Engineer role encompasses elements of 1st and 2nd line support. You will need to be a seasoned and reliable professional with exceptional support skills to independently support their customer.

Primary Role Responsibilities:

• Manage and assist with IT service tickets.
• Independently resolve tickets and support other engineers ticket work.
• High level of technical knowledge in areas key to The Company.
• Lead / role model -set a positive example in key technical expertise areas.
• Write high quality procedures and client communication.
• Manage project tickets - including planning, monitoring and completion.

Secondary Responsibilities and Tasks:

• Provide 1st and 2nd line technical support to clients and Internal staff.
• Act as an escalation point for customers and assist other colleagues in troubleshooting and resolution.
• Maintain a high degree of customer service for all support queries and adhere to all service procedures and SLA’s.
• Arrange for and work with external 3rd party technical support where problems cannot be resolved internally.
• Demonstrate and apply knowledge and experience with IT SaaS infrastructure and security systems.
• Be available for ticket escalation and resolution.
• Resolve complex hardware/software tickets.

Required Skills

• Full clean driving license
• Ability to work in a corporate environment
• Experienced level 2 engineers
• M365 – including complex issues
• Laptop build
• Server 2016/2019 etc Group policy , AD, DNS (all the usual things you would need in business)
• Wireless and Network Management

As an agency we are fast becoming the number one Freight specialist in the UK. We have a fast growing reputation with most Freight related companies. Freightserve has been established since 1992 working within the Freight Forwarding and Shipping industry.