Service Desk engineer

MS - Infrastructure - NOC – Infrastructure NOC UK /

At NAVISITE - Part of Accenture, celebrating our employees and investing in their well-being and development is not just a priority or an initiative - it's woven directly into our company fabric. Our mantra and unofficial corporate hashtag #SoMuchGood is all about recognizing our team's commitment and achievements, both inside and outside the office. It's that theme that has driven a host of programs at Navisite - it's who we are. What we do is simple: We work hard, we have fun, we give back to the community and we never take our eye off the goal - creating a modern cloud MSP with a global, talented team of employees. Join us and be part of our team!!

Navisite is looking for an experienced Service Desk engineer to join our existing team providing 24/7 to our customer base from our Glasgow based office. This role is offered primarily as an office-based role, with some hybrid work available.

* Delivering high quality IT support service in line with targeted SLA's with professional ticket handling in the company's CRM system and excellent communication with end-users. Ability to work under pressure in a fast-paced environment.

* Possess Strong customer service, analytical, and problem resolution skills. 

* Strong communication skills; Excellent English (Written and spoken). 

* Ability to be empathic and sympathetic to our users. 

* Capturing all interactions and ticket resolutions within our ticketing system * * Service now to aid trending and continual service improvements. 

* Categorizing tickets based on ITIL principles (Incidents and Service Requests) 

* Taking ownership of customer issues ensuring the tickets are resolved within a timely manner. 

* Troubleshooting issues remotely which may include issues with, Laptops, Desktops, Macs, Monitors, Docking stations, Mobile Phones and Printers. 

* Responsible for daily activity management including activities covering: Backup services, raising/resolving issues with the backup jobs. 

* Looking to resolve a high volume of calls at first point of contact. 

* Escalate tickets to our deskside support teams where a remote resolution is not possible.

* Reviewing and implementing user, server and network change requests. 

* Follow high severity and Major incident procedures.

* Collecting necessary information to escalate tickets to the relevant support teams when necessary.

* Contribute to the Knowledge-base when new work instruction or fixes are identified. in our ticketing tool to be customer specific or generic.

Requirements: 

Must hold an appropriate IT qualification, and/or (or be working towards) other professional certifications such as MCSA, CCNA etc. 

Good technical understanding and experience. 

Able to cope with multiple problems in a calm and professional manner. 

Knowledge of TCP/IP networking and troubleshooting (IP addressing, DHCP, DNS). 

Work well in a team and enjoy helping others. 

Friendly and approachable. 

Precision, professionalism, perfectionism, flexibility, passion for new technologies and a pragmatic approach. 

Flexibility in working hours is vital to this position: 

You will be required to work in a rotating shift pattern. 

In the event of a colleague being absent from work you may be requested to cover their shift at short notice. 

Working knowledge of ITIL processes. 

Knowledge of Microsoft Office 365, Active Directory, Exchange Server, PC / Server

NAVISITE - Part of Accenture, is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees. Navisite does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor.

Internal Applicants – No sponsorship available / External Applicants – Sponsorship not guaranteed. Any potential sponsorship depends on a number of factors, including but not limited to the local candidate pool and can vary from year to year.

You must ensure compliance with data protection legislation under the DPA, EU GDPR, any other applicable data protection legislation.