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For Companies At a Glance
- Tasks: Support users by managing incidents and requests, ensuring customer satisfaction.
- Company: Join Novem, a growing business focused on delivering top-notch IT support.
- Benefits: Enjoy a competitive salary, company pension, cycle to work scheme, and free parking.
- Why this job: Gain hands-on experience with diverse technologies in a fast-paced, supportive environment.
- Qualifications: 2 years of IT support experience, especially with Microsoft Windows and Office 365.
- Other info: Work full-time in our Cheadle office, perfect for tech enthusiasts eager to learn.
The predicted salary is between 20400 - 28000 £ per year.
The Service Desk Engineer will be working directly with end users and will be responsible for managing incidents and requests from receipt to resolution while ensuring service level targets are met and guaranteeing customer satisfaction. Tickets can be generated by clients through various methods and the engineer will be required to prioritise and work on the tickets in a logical manner while ensuring the client is kept informed of progress. Managing a busy workload will be required so strong organisational skills are needed.
Working with and supporting Microsoft Windows operating systems, applications and M365 solutions, the role provides exposure to a plethora of different technologies and client environments with the opportunity to develop through hands on work and professional development. A specific aim for this role is to bolster the existing team with a knowledgeable, experienced and enthusiastic engineer that has a customer first approach. Novem is a growing business and we need additional front-line engineers to ensure our clients receive the best possible service.
The pace within an MSP can be fast with varying demands on your time, so your ability to prioritise and work efficiently will be challenged. No two clients are exactly the same, so you’ll be exposed to different client setups, demands & priorities. Being flexible, reliable, creative and open to challenges is part of the MSP way of life.
Duties & Responsibilities
- Provide technical support for Novem’s customers remotely.
- Receive and log incidents and service requests into the ticketing system ensuring accurate data entry with an aim to provide first time fixes where possible.
- Processing joiner and leaver requests.
- Updating the business PSA (Autotask) to ensure customers and colleagues can see the latest incident and problem information.
- Remote and onsite assistance for business clients.
- Liaising with customers, third party support providers and suppliers.
- System builds, repair and configuration.
- Monitor, manage and troubleshoot customer systems using Datto RMM.
- Creating and updating technical, process documentation using IT Glue.
- End user guidance and education.
Person Specification
An enthusiastic and customer focussed individual with experience working on and supporting Microsoft Windows operating systems. The working environment can be fast paced with engineers working across a range of different support tickets so an ability to multitask and prioritise workloads is essential. The candidate must have excellent written and verbal communication skills and the ability to professionally deal with customers, suppliers and colleagues at all levels. The ability to work as part of a team is a must but the individual will be required to work autonomously and be able to manage and prioritise their own workload. Furthermore, the candidate will be able to add to the existing technical skill set, demonstrate confidence in their ability and be able to draw on experience to suggest new/different technologies, working methods and processes. You must have a desire to progress in the industry, learn new skills and crucially support your team mates.
Required Skills & Experience
- A minimum of 2 years’ technical experience in an IT support role ideally within a managed service provider (MSP).
- Experience in 1st and 2nd line support roles.
- Experience supporting and installing Microsoft Windows operating systems (Windows 7-11, Server 2008-2022).
- Active Directory and Group Policy management and troubleshooting.
- File server management (including NTFS and Share Permissions).
- Support of Office 365 Technologies (Exchange Online, SharePoint, OneDrive, Teams etc).
- Understanding of networking fundamentals.
- Installation and troubleshooting of print/multifunction devices.
- Installation and troubleshooting of generic network devices.
Experience in the use of, or exposure to, the below will be advantageous:
- Datto RMM.
- Datto BCDR and Networking.
- Firewall management and configuration.
- Supporting diverse industries and business sectors.
- StorageCraft Shadow Protect.
- Internal and Public DNS record management/troubleshooting.
- Knowledge and troubleshooting of networking protocols and technologies – TCP/IP DNS; DHCP.
- Technical certifications would be advantageous: Microsoft associate qualification or above (e.g. MD-102, MS-102 or SC-300), CCNA/ CompTIA Network+/ Cyber Smart, CompTIA A+, ESET/ CompTIA security+/ Watchguard.
What We Offer In Return
- Pay: £24,000.00-£28,000.00 per year.
- Company pension.
- Cycle to work scheme.
- Free parking.
- On-site parking.
- Sick pay.
- Schedule: Full time hours Monday to Friday.
- Work Location: In person at our Cheadle office.
Service Desk Engineer employer: Novem Ltd
Contact Detail:
Novem Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft Windows operating systems and Office 365. Having hands-on experience or even personal projects that showcase your skills with these technologies can set you apart.
✨Tip Number 2
Demonstrate your customer service skills during any interactions with us. Since the role emphasises a customer-first approach, be prepared to share examples of how you've successfully handled customer queries or issues in the past.
✨Tip Number 3
Showcase your organisational skills by discussing how you manage multiple tasks or tickets simultaneously. You might want to prepare a brief example of a time when you effectively prioritised your workload under pressure.
✨Tip Number 4
Research Novem and understand our values and the fast-paced environment we operate in. Being able to articulate why you want to work with us and how you align with our mission can make a strong impression.
We think you need these skills to ace Service Desk Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly with Microsoft Windows operating systems and Office 365 technologies. Use keywords from the job description to demonstrate that you meet the specific requirements.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your customer-focused approach and provide examples of how you've successfully managed incidents and requests in previous roles.
Showcase Your Technical Skills: Clearly outline your technical skills related to the job, such as Active Directory management, troubleshooting, and experience with ticketing systems. Be specific about your familiarity with tools like Datto RMM and any relevant certifications.
Demonstrate Communication Skills: Since excellent communication is crucial for this role, ensure your application is well-written and free of errors. You might also want to include examples of how you've effectively communicated with clients or team members in past positions.
How to prepare for a job interview at Novem Ltd
✨Show Your Customer-Focused Attitude
Since the role requires a customer-first approach, be prepared to discuss how you've successfully handled customer interactions in the past. Share specific examples where you went above and beyond to ensure customer satisfaction.
✨Demonstrate Technical Proficiency
Make sure to brush up on your knowledge of Microsoft Windows operating systems and M365 solutions. Be ready to answer technical questions or even troubleshoot a hypothetical issue during the interview to showcase your skills.
✨Highlight Your Organisational Skills
Given the fast-paced environment, it's crucial to demonstrate your ability to manage multiple tasks effectively. Prepare to discuss how you prioritise your workload and keep track of various support tickets.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about past experiences where you had to troubleshoot issues under pressure and how you communicated with clients throughout the process.
