IT Service Desk Engineer
Tunbridge Wells
Managed Services – Service Desk /
Full Time (Remote / Hybrid) /
Hybrid
Service Desk Engineer – Hybrid working with unlimited paid holiday!
About Infinity:
Infinity Group are forward-thinking Microsoft Gold Partner. We provide award-winning IT Managed Support, Networking solutions, and Digital Transformation, and deliver cutting-edge Dynamics 365 solutions to our UK-wide client base.
What is it like working at Infinity?
We understand the importance of work-life balance and flexible working, so our Managed Services team offers Hybrid or remote working. We are a close-knit team with a thirst for learning, who love autonomy and want to help our clients solve their business problems by thinking outside the box
Why is this Service Desk Engineer position a great opportunity?
As a Service Desk Engineer, you will be responsible for resolving incidents with customers’ workstations, servers, and cloud infrastructures. Acting as the first point of contact for users’ issues, you will show effective triage skills to identify the issue. You will also be dispatched to, tickets from our ticketing system which you will own to completion. There may be occasional travel to sites to remediate issues that cannot be resolved remotely. Our mission statement is to provide a more productive and secure world to our customers, and you will be working with both types of incidents to maintain compliance to this effect.
What skills and working characteristics should this person have?
- 2+ years’ experience in an engineer or technical deployment role
- Experience in a customer-facing role
- Enthusiastic about technology
- Ability to speak in plain language to stakeholders across all levels of an organisation
What sort of technical skills should this person have?
- What sort of technical skills should this person have?
- Exchange Online
- Email migration methodologies and planning
- Licensing
- Endpoint Manager - MDM, MAM, InTune, AutoPilot
- Teams - Calling and data collaboration.
- SharePoint - Data platform best practices, migration planning
- OneDrive
- Identity & security
- Azure Virtual Desktop
- Azure Site Recovery
- IaaS - networking, security best practices
- Defender for Endpoint
- SQL server
- SharePoint Online
- Microsoft Server operating systems and virtualisation
- Exchange Server
- Active Directory
- Firewalls - Basic understanding of Watchguard & Cisco (Firepower & Meraki)
- Networking - Basic understanding of VLANs, switch architecture and Wi-Fi
As a Service Desk Engineer, you’ll be responsible for:
- Intake new service incidents via phone call, assess the impact and urgency, and either resolve or pass to the coordinator for delegation.
- Respond to assigned tickets of an IT nature from within our Ticketing System within SLA based on priority.
- Ownership of ticket to completion
- Attend to priority one incidents that require a site visit.
- Ensure that Incident Response processes are always adhered to.
- Act as an escalation point for complex service tickets in your area of expertise.
- Provide cover on the on-call rota.
- Provide best-in-class Customer Service
- Provide Service in line with ITIL principles
- Maintain client documentation and ensure all changes are updated.
- Provide an accurate account of time within the ticketing system.
- Ensure that escalation notes are adequately presented.
- Actively keep skills up to date and look to new technologies.
- Act as a mentor to junior members of the team
£27,000 - £38,000 a year
Like the rest of the Infinity team, you'll benefit from:
· The opportunity to work for one of the leading Microsoft Dynamics partners in the UK.
· Work in a great culture, highly ambitious, collaborative, humble and we pride ourselves in making others look cool be it our colleagues or clients.
· Benefits include Unlimited Annual Leave, Private Healthcare, Life Assurance, Company Shares, Electric Car Scheme and Flexible Working.
· A newly renovated office with a break-out area, decent coffee, and a pool table.
· Weekly company events (Think Bigger Friday with Drinks) and quarterly social events with your teams and company-wide affairs including our very own ‘Illuminate’ Annual Awards Gala, Christmas Party, and summer fun. These are not obligatory but there are very few of us who don’t want to be part of the fun and we include your partners too.
What are the next steps?
· Apply with your current resume or link to your LinkedIn profile directly on our careers page – https://www.infinitygroup.co.uk/careers/
· Have a quick call with Dom or Keiran (our internal recruiters), to go over the position in more detail and answer any questions you have.
· 1st stage interview, usually via Teams.
· 2nd / final stage ideally in person as we like to meet everyone in person and show you around our amazing office.
