Service Desk Engineer

Job Description
ClevaGroup is a leading provider of IT solutions, dedicated to delivering high-quality services to our clients. We are currently seeking a talented and motivated IT Support Engineer to join our dynamic IT service desk team. If you have a passion for technology and excellent problem-solving skills, we want to hear from you!
As an IT Support Engineer, you will play a crucial role in ensuring the smooth operation of our client's IT infrastructure. You will be the first point of contact for end-users, providing technical assistance, diagnosing and resolving hardware and software issues, and ensuring that IT support requests are handled efficiently and effectively.
Responsibilities
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All actions completed throughout the day entered in ConnectWise and timesheet will be completed prior to leaving the office
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Answering the telephone and providing excellent customer service at all times
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Correct attire worn always including site visits
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Ensuring you are meeting your set KPI’s and overall the Service Desk Golden KPI’s
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When creating or assigning a ticket all fields to be completed correctly (Customer name, type/subtype, technician assigned)
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Escalate IT issues to the Senior IT Service Desk Engineer/Service Desk Manager where necessary
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Creating/maintaining
IT Glue for customers as well as internally
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Providing solutions to the Sales team for customers where asked
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Making recommendations to the Sales team from the Service desk where identified
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Responsible for assisting in the management of the hosted environment and local infrastructure for all customers
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Diagnose and resolve technical issues for our customers as well as internally
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Undertake small to medium-sized IT projects as instructed by the Service Desk Manager
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Ensuring security and upgrades are applied and kept up to date on desktops and laptops for our customers as well as internally
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Ensure all logs for equipment and users are maintained for our customers and internally
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Setting up and configuring new core servers for our customers and internally
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Ensuring all software purchased licensing is recorded and maintained for our customers and internally
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Providing support for MAC and PC for our customers and internally
Other
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Excellent time keeping (Arriving on time)
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Prepare documents, meeting materials and correspondence
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Perform basic administrative support duties as required to meet specific operational objectives
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Perform miscellaneous job-related duties as assigned by the Service Desk Manager
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Work extra hours to meet deadlines, as required and where reasonable
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Provide assistance as required to the Service Desk Manager
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Provide assistance and support to colleagues in IT-related matters
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Ensure your workspace and office is kept tidy
Minimum Experience
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Helpdesk experience minimum of 12 months
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Windows 10/11 Managed Support
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Printer Managed Support
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Server 2016/2019 Managed Support
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Management of Domains/DNS on GoDaddy/123 Reg etc
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Basic Group Policy Management and Active Directory
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Office 365 Admin Centre / Exchange Working Experience
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SharePoint / OneDrive / Teams
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Networking (DNS, DHCP, TCP/IP)
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Cyber Security Solutions (AV, Email Security, Web Filtering)
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Understanding of PowerShell
Preferred Knowledge
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MSP (Managed Service Provider) experience 24 months+
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Hyper V / VMWare
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VOIP Telephony Support - 3CX/Horizon
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Remote Desktop: Azure WVD / RDS
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MDM Solutions: Intune / Hexnode etc
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Creation of new Server Infrastructure, Roles Installed from scratch
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ConnectWise Manage / Automate RMM Tool / ITGlue
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VLAN experience
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Full working knowledge of PowerShell and creation of scripts
Competitive Salary
Quarterly Bonus
Health Insurance
Hertford office working and home working
Quarterly days out
Extra holiday with length of service