Technical Service Specialist

About The Role">

We are seeking a highly skilled and experienced Service Engineer to join our team. In this role, you will be responsible for providing technical support to end users, working closely with the Service Delivery Lead/Manager, Operations Manager, and other engineers.

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As a Service Engineer, you will be required to have extensive knowledge and experience in areas including Microsoft Azure, Azure AD, Intune, Autopilot, Hybrid environments, Microsoft Windows platforms, Microsoft Server platforms, Microsoft Office Versions, Exchange 2007-2016 / Office365, Virtualization - Hyper-V / VMware, Network infrastructure - Routers, Firewalls, VLAN, WLAN, QOS, Routing, Server Hardware - Configuration & Troubleshooting RAID, SANs, Storage, Server Monitoring, maintenance and remediation, Cybersecurity platforms: Anti-virus, DNS Filtering, Vulnerability management, Encryption/end point management, MDR, Cloud email security systems: Anti-spam, MFA, ATP, Email archiving, Cloud file sync and share platforms: SharePoint & OneDrive for Business, Phone systems (on premise / hosted): VoIP troubleshooting and configuration management, ConnectWise and Automate are a distinct advantage.

">Key Responsibilities">

• Work closely with Service Delivery Lead/Manager, Operations Manager and other engineers to provide technical support to end users.
• Support other engineers' technical needs while ensuring they use their knowledge and skills to the maximum before escalation of cases.
• Work closely with Commercial team to develop, design and recommend technical solutions for clients.
• Recommend and present processes and technical improvements and automations to the business.
• Prioritize and manage many open cases at one time – multitasking.
• Be approachable and enthusiastic about transferring knowledge and fully integrated and engaged in the service delivery team's working day.
• Develop and maintain records, prepare reports and correspondence for escalated incidents.
• Keep all assigned escalated tickets up to date and client communicated with regularly.
• Making sure all time is entered within tickets while on the go doing tickets.
• Identify root cause of major incident and recommend option to ensure it does not occur again.
• Create Incident Report/RCA report for Service Delivery Lead/Manager and Operations Manager for review by clients.
• Responsible for increasing proactive score thus achieving proactive objective.
• Problem management tickets and working with other Service Desk Engineers or external parties to get permanent resolution.
• Completion of Documentation for Knowledgebase and procedures.
• Ensure Senior Management aware of any significant issues requiring their attention.
• Identify other requirements or make recommendations which would make operation of the help desk more efficient for Landmark and our clients.

">Required Skills and Qualifications">

• Minimum 3+ years experience as a Service Desk Engineer preferably in an MSP or IT Services Provider.
• 3rd level qualification in computer science or technical discipline.
• Industry qualifications such as CCNA. MSCE, MS Azure.
• Good analytical and problem-solving skills.
• Extensive and up-to-date troubleshooting experience in a 2nd/ 3rd line technical capacity.
• Ability to visualize a problem or situation and think abstractly to solve it.
• Provide outstanding technical leadership and take total 'ownership' of issues to completion.
• Ability to maintain healthy relationships with clients and perform problem/issue resolution.
• Ability to manage time when delivering assigned tasks.
• Have good interpersonal skills and able to work well with others.
• Ability to handle constantly changing work pressures.
• Be able to multitask effectively during busy times with effective prioritisation.
• Ability to work responsibly without direct supervision.
• Full clean driver's license.
• Be enthusiastic and willing to work outside of normal hours when required.
• Be a great communicator and a positive influence amongst the team.
• Have a passion for delivering outstanding customer service.

">Benefits">

• 37.5 hours per week.
• Salary commensurate with experience and qualifications.
• Office/Field Based and WFH Hybrid.
• Benefits include Pension, Healthcare, Education and PHI.
• Additional leave.
• Bike to work scheme.
• Company events.
• Company pension.
• Employee discount.
• Gym membership.
• On-site parking.
• Private medical insurance.
• Wellness program.
• Work from home.

">Schedule">

• 8 hour shift.

">Supplemental Pay Types">

• Yearly bonus.

">Apply Now For This Exciting Opportunity

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