Specialist Service Desk Engineer

Roles and Responsibilities of a Specialist Service Desk Engineer

Eligibility – Required Skills & Attributes

• A love of (and ability to) Solve Problems & Challenges
• Excellent communication skills, founded in being a good listener
• Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
• A deep desire to deliver an amazing Client Experience
• Advanced knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek and human
• Experience using a Ticketing system / RMM Tool and PSA software (5 years minimum)
• Experience providing support via remote tools (5 years minimum)
• Experience handling Technical Service Tickets (5 years minimum)
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business (5 year minimum)
• Professional IT Certifications in particular CompTIA, Microsoft and related Vendors e.g. Sophos.
• Proficiency in scripting languages like PowerShell, Python, or Bash would be highly advantageous.
• A strong understanding of network infrastructure, including LAN, WAN, routers, switches, firewalls, and VPNs, is crucial. Experience of Draytek and Unifi products would be a distinct advantage.
• Proficient knowledge of system administration, including managing servers, operating systems, virtualization technologies, and ensuring optimal performance and security. In addition, Microsoft Entra, 365 and associated portals experience is required.
• A strong understanding of security principles, best practices, and compliance requirements is vital; Familiarity with security protocols, access controls, vulnerability management, and be able to implement security measures to protect systems and data. Strong Security, Endpoint Manager and Compliance Policy portal experience would be a distinct advantage.
• Driver’s license
• The ability to keep up with & adapt to the fast-paced IT world
• Develop and maintain knowledge and skills by continuous development working on mandatory and personal development training set out
• Keep up to date with new processes, procedures and developments
• The ability to follow our operational and cultural guidelines is a must – at ITC Service we believe that our commitment to our 4 pillars of Integrity, Trust, Communication and Service is what sets us apart from other MSP’s.

Overview

• The number one goal of everyone in our team is to make our clients exceptionally happy. The Specialist Service Desk Engineer plays a vital role in making sure that escalated issues across servers, networks and cloud platforms are managed and dealt with in a timely manner.
• The Specialist Service Desk Engineer handles escalated support requests for the Service Desk Team. They are assigned the support requests that Specialist Service Desk Engineers escalate for assistance.

Responsibilities and Tasks:

 Customer Service

• Work on and resolve escalated Service Desk Tickets and Projects
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with advanced remote troubleshooting
• Remote Hardware Maintenance and Support

Use of our Ticketing System

• Use our Ticketing System to manage projects and resolve Service Desk Tickets & Service Requests
• Managing and recording all work though our Ticketing System
• Make sure that Client Documentation is well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process

Use of our Monitoring & Management Tools

• Review RMM dashboard and apply remediation actions as indicated by our Processes
• Review regularly scheduled/automated actions as indicated by our Processes

Project Work

• Work within the Projects Team to lead and deliver projects either onsite or remotely.
• As a Specialist Service Desk Engineer, you will be working both as a team and independently on projects.
• Assist with in hours as well as out of hours project work where required.
• Effective project management skills will be required. You should be able to plan, organize, and execute projects, coordinate with stakeholders, and manage timelines and resources effectively and independently.
• Troubleshoot network issues, configure network devices, and implement network security measures.

Communication, Security and Compliance

• Escalate tickets that require Service Desk Management support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit Timesheets & Expense reports as indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to the Service Desk Management and Clients
• Work with and establish relationships with third party service providers to ensure full end-to-end service provision
• Create and maintain accurate documentation in the form of SOP’s and implementation guides
• Create and maintain relevant technical documentation and training materials/workshops is a must, delivery of training and implementation materials for junior engineers would also form part of the role

 Teamwork

• Mentor the “Junior” Service Team Members and contribute to knowledge sharing across the team
• Follow the schedules provided by the Service Desk Management or Service Coordinator / Dispatcher
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Service Desk Coordinator, Service Desk Management Team or Directors
• Take ownership of a SPOC (Specialist Point of Contact) areas and maintain correct usage, provide relevant documentation and act as an escalation point for this area.

Act with Integrity, Trust & Communicate wells

• Uphold ITC’s values of integrity, trust and communication in all interactions.
• Communicate effectively to provide excellent service.

 

“ITC Citizenship”

Citizenship is a framework for general expectations for working at ITC.

In your role, you will be given directed autonomy, but that requires accountability to the company, your team, our clients and yourself.

The principles below will guide us in our success.

 

Promote equity with team members and clients

• Actively create a safe and respectful work environment.
• Consistently question your assumptions and biases.

Invest in the success of your peers

• Celebrate wins.
• Seek out where others need assistance.
• Keep documentation up to date and thorough.
• Follow our operation rules

Be accountable for the basics. No reminders.

• Show up where and when you are supposed to.
• Be timely and follow through on the business

processes that you own (timesheets, client files, etc.).

• Use your calendar to ensure that your team has

visibility into your availability and location.

• Present yourself professionally to your team, clients, and partners (reflect your ambition and success).

Embrace your individual role in creating a deep and high performing culture

• Trust positive intent by default. Ask honest questions where you don’t have trust.
• Dedicate time and focus to communication, communicate authentically, clearly and professionally

Diffuse workplace drama

• Don’t believe everything you think.
• Talk to someone who can do something about it before you tell someone who can’t.
• Spread positive gossip and shut down negative gossip.

Create success for our clients and for you

• Know and understand our service rules.
• THINK about our process and the clients needs.
• Take ownership, if you can’t find an owner

Engage in the company, not just the people

• Understand our service lines and how we earn a living.
• Assist in protecting and increasing our financial health.

Be kind to your future self

• Understand and communicate your personal boundaries.
• Maintain your personal health (physical, mental, financial).
• Keep documentation up to date and thorough.
• Be honest and own your actions.
• THINK backup, what if, safeguard customers and yourself.