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3rd Line Service Desk Engineer - Leeds - Up to £45K
Can you fix any IT issue you come across?
SearchDATA is looking for a confident 3rd Line Service Desk Engineer to join a company in Leeds that truly looks after their staff. You'll be a pivotal member of the team, being the main escalation point for the Service Desk with a focus on delivering a friendly, expert, and professional service to customers.
Our client is a customer-focused MSP with a great reputation among their clients, in fact they've kept 100% of their clients in their 12 years of business so far! They achieve this by emphasising their own staff's development, with a heavy focus on upskilling and personal training.
Who we are looking for:
You'll need to have excellent customer service skills and pride yourself and building lasting relationships with clients. You will have excellent experience in all areas of the tech stack (please see below) and have broad knowledge & experience of "day to day" IT support issues.
As one of the more senior members of the team you'll also need to be comfortable with mentoring the junior members of staff and help them develop their technical and customer service skills.
What we can offer:
We'll fund any personal certificates that will help you in your future career
You'll receive your own personal learning & development plan
You'll be part of a great team with fantastic company culture, they have regular social events!
There's a new employee introduction bonus!
You also get your birthday off on top of your holiday entitlement! (25 days)Main Responsibilities:
Resolving 1st to 3rd line duties, leading by example and meeting KPIs
Provide support to all customer enquiries and incidents
Take ownership of incidents and ensure customers are supported throughout the ticket lifecycle
Manage your own ticket queue
Carry out daily checks to backups and client infrastructure
Produce and maintain full client documentations that ensure all changes and amendments are accurately recorded
Provide on-site support to customers when necessaryWhat we need from you:
Solid experience with the tech stack including Mobile Device Management with InTune
Fantastic communication, with the ability to break down the tech-talk for customers
Strong problem-solving skills to help figure out issues you haven't faced before
Comfortable working in a demanding, fast paced environment as there is usually a lot going on!
Full driving license with own vehicle will be a huge benefit due to the office location and occasional site visitsTech Stack:
Windows Server 2012r2, 2016, 2019
Active Directory & Group Policy
Managed Switches (Aruba, Unifi)
Firewalls (SonicWall, Unifi, Draytek)
TCP/IP, DHCP, DNS, VLAN/Routing
PRTG Network Monitoring
Cloud Hosting Technologies (Azure/AWS)
NAS Storage (QNAP, Synology)
Automation & Integration
Day to Day Management
Email Gateway Security
Backups & Disaster Recovery
Knowledge of VOIP
Hands on knowledge of the procedures used in the installation, medication, maintenance and repair of IT hardware and software