Service Desk Engineer

Responsibilities:

• Provide second and third line technical support
• Take ownership of assigned calls from the initial allocation of the task through to resolution
• Troubleshoot basic network issues such as LAN, Wi-Fi and network cable issues
• Proactively escalate issues as appropriate to meet any agreed SLAs or processes
• Update or create support documentation or knowledge base articles to assist team members and customers
• Liaise with 3rd party vendors
• Build PCs/laptops and troubleshoot hardware problems
• Provide desktop, printer, phone support in a Windows 10/11 and Microsoft and Google Workspace environment
• Deploy new IT equipment as part of the management of migrations, movers, starters and leavers processes
• Continually look for ways to improve the Service Desk working practices and processes
• Handle and track IT Assets
• Support IP Telephony and communications