IT Service Desk Engineer

• Logging all actions and ensuring accurate documentation in ConnectWise.
• Answering calls and delivering excellent customer service at all times.
• Meeting individual and team KPI targets in line with Service Desk goals.
• Escalating IT issues to the Senior Service Desk Engineer or Service Desk Manager when required.
• Managing and maintaining IT Glue documentation for customers and internal use.
• Collaborating with the Sales team to provide solutions and recommendations.
• Supporting hosted environments and local infrastructure for clients.
• Diagnosing and resolving technical issues for clients and internal teams.
• Assisting in small to medium-sized IT projects as directed by the Service Desk Manager.
• Applying security updates and system upgrades for clients and internal systems.
• Setting up and configuring core servers for clients and internal use.
• Ensuring software licensing records are maintained.
• Providing technical support for both Mac and PC users.

• 12+ months experience in a helpdesk or IT support role.
• Experience with Windows 10/11 managed support.
• Printer and server management (2016/2019).
• Management of domains/DNS (GoDaddy, 123 Reg, etc.).
• Office 365 Admin Centre / Exchange experience.
• SharePoint, OneDrive, and Teams support.
• Networking (DNS, DHCP, TCP/IP).
• Cybersecurity solutions (AV, email security, web filtering).

Preferred Knowledge:

• 2+ years of experience in an MSP environment.
• Hyper-V / VMware.
• VOIP telephony support (3CX, Horizon).
• Remote Desktop solutions (Azure WVD, RDS).
• MDM solutions (Intune, Hexnode, etc.).
• Experience with ConnectWise Manage, Automate RMM tools, and IT Glues