Service Desk Engineer - Crewe, United Kingdom - Block Solutions Ltd
Description
About Block
We are an IT innovation business, offering expert consultancy, business transformation and managed services that empower clients to do great things.
We're passionate and enthusiastic about what we do, and we use our expertise along with our technical capabilitywork in partnership with our clients to help increase productivity, accelerate growth and deliver outstanding user experiences through our technology and service propositions.
The Role
Service Desk Engineers are responsible for communication, initial diagnosis, prioritisation of support requests.
Service Desk Engineers support the Operations team by helping to manage customer expectations and representing the Block Digital Services Centre.
The Block Digital Services Centre provides technical support, monitoring and alerting, service optimisation and patching and backup/restore. Teamwork is crucial to the provision of excellent service for customer incidents, problems, requests and changes.The Opportunity
- Provide technical support to Block customers and internal staff managing Incidents and Service Requests until resolution achieving a first time fix where possible.
- Provide an excellent support experience for customers including meeting response and resolution SLAs.
- Diagnose incidents and perform initial investigation
- Perform daily system checks and respond to realtime alerts from monitoring.
- Manage hardware break/fix (RMA) and coordinate activity with onsite engineers.
- Endorse Block services and encourage the same team culture.
- Support the continual improvement process to enhance service delivery.
- Develop and improve processes and procedures.
- Enhance existing methods for efficiency and effectiveness.
Skills, Knowledge & Experience
- Relevant experience, training and certification is desirable, however a strong interest in and passion for delivering great IT services is key.
- Confident communication skills in a customer facing role.
- Demonstrable experience with Cisco technology, CCNA would be a plus.
- Experience with Microsoft Azure platform.
- Excellent organisational skills including managing multiple support tickets and planning changes.
Desirable
- CCNA certification
- Azure Fundamentals certification
- Experience with Windows 10 Operating systems and management.
- Microsoft Office 365 experience with User and group management, mailbox creation and Exchange management.
- Block is an equal opportunities employer, committed to providing equal opportunities regardless of race or ethnic origin, gender identity, family situation, sexual orientation, disability, religion or age. This person specification is designed to helpmembers of Interviewing Panels judge the qualities of interviewees in a systematic and consistent way and in accordance with Block's equal opportunities policy._
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