Service Desk Engineer

Job Title: Service Desk Engineer

Location: Macclesfield – Hybrid working

Salary: £28000 - £35,000

Contract type: Permanent

About the role

Reporting to the IT Operations Support Manager, you will be responsible for providing 2nd Technical support to our customers both remotely and face to face.

Providing an IT support service to the customers of Arrow Business Communications the role will encompass a broad range of technologies and will be customer facing with occasional visits to site, for this reason, a Full UK driving license will be needed.

As a Service Desk Engineer, you will need to be a team player, energetic and keen to develop and progress your technical capabilities.

What you’ll do

• Act as a 2nd Line support contact within the existing technical services department.
• Be responsible for your own queue and ticket management.
• Work within the support queue and assist 1st line engineers with escalations where required.
• Work on a rotating shift pattern between the hours of 8am-6pm and provide out of hours on call cover when required.
• Work to SLA’s on tickets and keep customers updated.
• Partake in the daily monitoring of customer backups and system health in line with the company’s agreed monitoring procedures (Alerts & Checks, Customer checks procedures).
• Research products, technologies, solutions and apply effective approaches to resolve client problems.

Requirements

What we are looking for?

Essential

• Experience of working in a technical customer service IT support role to 2nd line level
• Experience of working to SLAs
• Experience of working with PSA/IT Helpdesk software and RMM tools
• Experience of working in a fast-paced environment
• A good understanding/working knowledge of the following technologies: Windows Client/Server operating systems, Microsoft Office suite, AV Products/PC & Server security, AD/AAD
• Good knowledge of Microsoft 365 and associated technologies (SharePoint, Exchange Online, Teams etc).
• Networking skills including VLAN, routing, DHCP, DNS, IP Subnets etc
• Good knowledge of Microsoft Azure and Intune (Endpoint Manager
• Experience working with Virtualisation platforms (Hyper V, VMWare)
• Knowledge and experience working with backup platforms (e.g. MABS, Veeam)
• Working knowledge of SANs/Storage arrays
• Experience working with VOIP systems (e.g. Horizon, Teams Voice)
• A full UK driving license and access to own vehicle
• Excellent customer service, communication and interpersonal skills- able to build and establish good working relationships internally and externally
• Ability to take ownership of user problems and situations, be proactive in the approach to resolve the issue and interact with users to keep updated through the lifecycle of the job.
• Excellent telephone manner and customer engagement skills
• Strong prioritisation, time management, and troubleshooting skills.

Desirable

• Experience of AVD
• Experience of Mac OS

Benefits

Who are we?

Arrow has 25 years’ experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK.

As one of the UK’s leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.

To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.

In 2021 we were awarded the People Insight’s Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change.

Why Work for Arrow?

At Arrow we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make Arrow a great place to work. Come join us!

We offer a wide range of benefits and incentives to our employees including:

• ‘Design Your Life’ training and development programme
• Flexible working
• Company Pension Scheme and matching contributions
• Company Perks portal
• Private Medical insurance
• Life assurance
• 25 days holiday plus bank holidays plus holiday trading
• Your Birthday off, on us!
• Health Club and Wellbeing Scheme
• Arrow Shares after 12 months employment
• Employee Assistance Programme
• Technical Training Academy and E-learning

If even 80% of this matches your experience and attributes, we would be delighted to hear from you.