At a Glance
- Tasks: Provide 1st and 2nd line IT support, manage service tickets, and resolve technical issues.
- Company: Join a leading IT company with a strong reputation in the Freight industry since 1992.
- Benefits: Enjoy a supportive work environment with recognition for performance and opportunities for growth.
- Why this job: Be part of a dynamic team focused on customer satisfaction and technical excellence.
- Qualifications: Experience in IT support, M365, and network management is essential; a clean driving license required.
- Other info: This role is based in Winnersh, offering a chance to work with diverse clients and technologies.
The predicted salary is between 30000 - 42000 £ per year.
Job Description
Freightserve recruitment are looking for a IT Service Desk Engineer for a well-established IT Company. The role is based in the Winnersh area.
Service Desk Engineer Role
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. We aim to get it right first time, to meet the expectations of our clients, whilst meeting SLA’s.
Responsibilities:
The Engineer role encompasses elements of 1st and 2nd line support within their Winnersh office. You will need to be a seasoned and reliable professional with exceptional support skills to independently support customers.
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 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. Call now to avoid disappointment!!!
IT Service Desk Engineer employer: Freightserve
Contact Detail:
Freightserve Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as M365, Server 2016/2019, and network management. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your technical competence.
✨Tip Number 2
Prepare to showcase your problem-solving skills by thinking of examples where you've successfully resolved complex IT issues. This will help you illustrate your ability to meet the expectations of clients and adhere to SLAs.
✨Tip Number 3
Research the company culture and values, especially their focus on customer satisfaction and staff performance recognition. Tailoring your conversation to align with these values can set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of the company through platforms like LinkedIn. Gaining insights into the team dynamics and expectations can give you a competitive edge during the interview process.
We think you need these skills to ace IT Service Desk Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the IT Service Desk Engineer role. Focus on your technical knowledge, particularly in areas like M365, server management, and customer service.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and customer satisfaction. Mention specific examples of how you've successfully resolved technical issues and contributed to team success in previous roles.
Highlight Relevant Skills: In your application, emphasise your experience with 1st and 2nd line support, ticket management, and any familiarity with IT SaaS infrastructure. This will demonstrate your capability to meet the job's requirements.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial in an IT support role.
How to prepare for a job interview at Freightserve
✨Showcase Your Technical Skills
Be prepared to discuss your technical knowledge in areas like M365, server management, and network management. Highlight specific experiences where you've successfully resolved complex issues, as this will demonstrate your capability to handle the responsibilities of the role.
✨Emphasise Customer Service
Since customer satisfaction is crucial for the company, share examples of how you've provided excellent customer service in previous roles. Discuss how you manage client expectations and ensure timely resolutions to support tickets.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Prepare for scenarios where you might need to troubleshoot a technical issue or manage a project ticket. Think through your approach and be ready to explain your thought process.
✨Demonstrate Team Collaboration
The role involves working closely with other engineers and acting as an escalation point. Share examples of how you've collaborated with team members in the past, and how you can contribute positively to the Service Desk Team's dynamics.