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applicants
Service Desk Engineer
at LRQA group Birmingham in Birmingham (Published at 28-10-2024)
Who are LRQA? LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. We’ve grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customised assurance, cybersecurity, inspection and training. While we’re proud of our heritage, it’s who we are today that really matters, because that’s what shapes who we and our clients can become tomorrow. By staying true to our shared values and combining decades of collective experience, we support our clients in building a safer and more sustainable future. LRQA currently operates across 50 countries, has more than 2,500 colleagues, generates £315m in revenue, and supports more than 60,000 clients across a diverse range of sectors and markets.
Role Purpose Due to continued expansion, we are seeking an experienced Service Desk Engineer within our internal support function. Service Desk Engineer must be self-motivated with a passion for IT, able to work well individually and part of the strong Internal Support team. You are an analytical thinker with a drive to solve problems, work under pressure and be proactive in challenging situations.
Key Responsibilities You will be working primarily on 1st and 2nd line internal requests and incidents. You will be expected to resolve and document issues within our standard procedures and ticket management system. You must be able to diagnose and troubleshoot issues. You will be experienced with Server Infrastructure, Virtualisation, Networking, and Desktops. You will have a good understanding of cyber security and the data centre technology stack. You will be considered to be an integral part of our team and will oversee focus in this area. This will include:
Role Purpose Due to continued expansion, we are seeking an experienced Service Desk Engineer within our internal support function. Service Desk Engineer must be self-motivated with a passion for IT, able to work well individually and part of the strong Internal Support team. You are an analytical thinker with a drive to solve problems, work under pressure and be proactive in challenging situations.
Key Responsibilities You will be working primarily on 1st and 2nd line internal requests and incidents. You will be expected to resolve and document issues within our standard procedures and ticket management system. You must be able to diagnose and troubleshoot issues. You will be experienced with Server Infrastructure, Virtualisation, Networking, and Desktops. You will have a good understanding of cyber security and the data centre technology stack. You will be considered to be an integral part of our team and will oversee focus in this area. This will include:
- Act as the primary contact for the Internal Support Team
- Answer contacts promptly, professionally, and adhering to the SLA’s
- Resolve customer queries using relevant tools and systems
- Manage end to end all contacts logged, providing regular updates to the customer tickets status
- Invoke the Escalation Procedures within the defined time frames
- Work to achieve individual and team goals
- To comply/complete desk specific or ad-hoc requests/tasks/training
- Ensure quality standards are adhered to regarding both tickets and calls
- Continuous document validation
- Protect confidential/sensitive data and materials
- Escalate tickets to other resolution teams for validation.
- Monitor ticket queues and handle tickets within SLA’s
- Proactively contribute to the achievement of the Internal Support SLA’s
- Keep up-to-date with the latest security and technology developments
- Generate reports for both technical and non-technical staff and stakeholders
- Software deployment
- Strong knowledge and administration with M365, Microsoft and Core Infrastructure technologies
- In depth and demonstratable experience providing best in class support to enterprise level customers using ITIL frameworks
- An understanding of Microsoft systems (Windows 10, Server 2012 - 2019 and Endpoint Manager)
- An understanding and experience in the configuration, management and maintenance of desktop systems and infrastructure
- Experience with Cloud based technologies (O365, Azure, Mimecast)
- Experience in performing Infrastructure upgrades and maintenance activity
- Demonstrate excellent analytical troubleshooting skills and ability
- Ability to troubleshoot technical, multi-site and multi-disciplinary problems and incidents
- Ability to work under pressure and to tight deadlines
- Experience with Service & Support desk ticket handling within SLAs
- Excellent communications skills with a positive and proactive attitude towards customer issues
- Experience or an Interest with Security toolsets (vulnerability scanning, EDR, EPP)
- Working knowledge and experience with administration of Switching & routing devices
- Working knowledge of Server Operating systems
- Experience or interest in IT Security or Certifications in the same #LI~Nettitude
